Senior Technical Support Engineer
Core
Provide advanced technical support and root cause analysis for contact center software issues to minimize customer financial risk and restore service.
Role type
Senior Individual Contributor Technical Support Engineer
Builds
Stable contact center operations and knowledgebase resources
Domain
Telecommunications, Contact Center Software, SaaS
Required skills
Advanced troubleshooting, root cause analysis, network diagnostics, SQL, VoIP/telephony, incident management, knowledgebase creation, stakeholder communication, SLA management, mentoring
Preferred skills
Workforce Management software, outbound dialler, Web Services/API, DS3/Ethernet/OC-X, toll-free services
Technologies
TCP/IP, HTTP, SFTP, Load Balancers, Proxies, Firewalls, MSSQL, Oracle, MySQL, PBX, Carriers, VoIP
Responsibilities
Analyze logs, traces, and packet captures to determine root causes; mentor colleagues on troubleshooting and communication; create and update knowledgebase articles using KCS methodology; de-escalate complex customer issues; collaborate with R&D to resolve software bugs; manage high-priority incidents and ensure SLA compliance.
Seniority
Senior, hands-on IC
