Technical Support Engineer
Job Summary
Serving as the primary internal escalation point for complex customer issues, the full-time remote Technical Support Engineer will investigate and resolve multi-part escalations while managing communication between Support and Engineering teams.
Key responsibilities
- Investigate and diagnose complex technical issues, including integration failures and platform discrepancies
- Own multi-part enterprise escalations end-to-end, ensuring timely communication with customers and stakeholders
- Filter and package issues for Engineering, ensuring proper escalation criteria are met before consuming engineering resources
Required qualifications
- 2-3 years in a technical support, support engineering, or technical escalation role
- Knowledge of networking, firewalls, VPNs, and softphone or CCaaS integrations
- Experience with log/observability tools and basic code literacy (Python, JSON, HTML/CSS/JS)
- Demonstrated ownership of complex, multi-stakeholder problems through to resolution
- Experience using AI tools and a general understanding of prompting
Complete Job Description
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