Technical Support Engineer

Role overview

This role sits within a customer-facing technical support function, helping business customers and developer partners troubleshoot complex issues on a cloud communications platform. The team operates a 24x7 support model, so flexibility to work irregular shifts, weekends, or holidays is part of the job. The position is fully remote and based in Estonia.

Responsibilities

- Diagnose and address customer issues across phone and email, translating complex technical problems into clear explanations for both technical and non-technical audiences. - Collaborate with developers, architects, and partner support teams to resolve high-impact incidents that may carry costly or far-reaching consequences. - File reproducible bugs through internal tracking tools and partner with Engineering and Product teams to drive prioritised fixes. - Channel customer feedback into Product and Engineering to improve the platform experience. - Contribute to internal knowledge bases and external technical documentation, staying current on industry shifts and standards. - Execute internal processes that streamline and scale support delivery.

Requirements

- 1–3 years of experience communicating complex technical issues to varied audiences via phone and email. - Background or familiarity with telecom environments and the web technology stack. - Friendly, diplomatic communication style with the ability to empathise with frustrated customers. - Cross-functional experience working with Engineering, Product Management, and Sales. - Strong written and verbal communication, task prioritisation, and ability to assess situational urgency. - Time management discipline suited to a fast-paced, dynamic support environment.

Nice to have

- Prior experience handling escalations alongside Customer Success teams. - Familiarity with routing critical incidents and prioritising bug fixes across Engineering and QA.

Benefits and work setup

- Fully remote position based in Estonia, with possible ad-hoc in-person team gatherings or customer meetings. - Competitive pay plus generous time-off, parental and wellness leave, healthcare, and a retirement savings programme (offerings vary by location).