Remote job
Technical Support Engineer 2
Job details
About this role
Role overview Help customers and partners resolve technical problems while using communications APIs and related software development kits. This customer-facing support role combines hands-on investigation of application, network, and voice issues with clear communication and feedback to product and engineering teams. The schedule is a five-day roster that may include weekends and holiday coverage.
Responsibilities - Investigate customer problems across application code, APIs, voice services, and quality of service. - Work with customer and partner developers, architects, and support staff to resolve complex issues with significant business impact. - Explain technical findings diplomatically to customers and share relevant feedback with internal product and engineering teams. - Collaborate with colleagues to report reproducible defects and contribute to improved support processes. - Keep current with internal technical guidance and changes in industry practices. - Provide scheduled support that may include weekends and holidays.
Requirements - At least two years of technical support or comparable experience. - Experience troubleshooting full-stack JavaScript applications, including client-side code and server-side code. - Understanding of object-oriented programming, SQL basics, REST APIs, and HTTP. - Ability to diagnose connectivity problems using TCP/UDP concepts and basic SSL/TLS knowledge. - Experience troubleshooting SIP, VoIP, and IP telephony issues. - Strong written and verbal communication, with the ability to explain complex issues to technical and non-technical audiences and show care for the customer experience.
Nice to have - Experience with Node.js, C#, Java, Python, or React; serverless services; mobile or contact-center applications; cloud troubleshooting; or WebRTC. - Experience working across time zones and managing competing cases under pressure.
Benefits and work setup Remote role based in Ireland, with approximately 5% travel. Benefits may include paid time off, parental and wellness leave, healthcare, and retirement savings; offerings vary by location.