Senior Technical Support Engineer - Telephony

Role overview Handle complex technical support for a telephony and customer experience platform, serving as a senior point of contact for escalated cases and technical questions from customers and developers. The role combines hands-on troubleshooting and customer guidance with internal process improvement, automation, and advocacy for customer needs.

Responsibilities - Lead investigation of difficult support issues, define reproduction steps, coordinate resolution, and set clear expectations with customers. - Take ownership of escalations from frontline support or client services and drive them toward timely resolution. - Advise partner and customer developers on integrations and custom technical solutions. - Identify repetitive support tasks and build scripts or internal tools to reduce manual work. - Work with customer leaders to remove blockers, establish effective practices, document requirements, and plan for risks or contingencies. - Bring customer feedback to product and engineering teams, and demonstrate new or improved features to customers.

Requirements - 2–4 years of experience in SaaS customer support delivery or IT project management. - Background in SIP or telephony technology. - Fluent English and the ability to explain complex technical topics to people with varied levels of technical knowledge. - Strong time management and prioritization, with a proactive, collaborative approach to problem solving. - A customer-focused service mindset and ability to manage technical issues with care.

Nice to have - Salesforce experience. - Familiarity with voice API providers and real-time communications protocols such as VoIP, SIP, WebRTC, or ICE. - JavaScript or other coding experience, plus database querying with SQL or analytics tools. - Knowledge of OAuth or SAML authentication and networking concepts such as DNS and TCP/IP.

Benefits and work setup The listed on-target earnings range is $40,000–$60,000. Benefits described include medical, dental, vision, life and disability insurance, an employee assistance program, a 401(k), and paid holidays. Paid time off varies by employee classification and is subject to business needs and approval.