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
Contact center software, telecommunications, SaaS
Deliverable
client delivery
Required skills
Advanced troubleshooting of contact center software, networking technologies (TCP/IP, HTTP, SFTP, load balancers, proxies, firewalls), relational databases (MSSQL, Oracle, MySQL), VoIP/telephony architecture, scripting, incident management, KCS methodology, stakeholder communication
Preferred skills
DS3, Ethernet, OC-X, toll-free services, Workforce Management software, outbound dialler experience, Web Services and API knowledge, SQL concepts
Technologies
TCP/IP, HTTP, SFTP, MSSQL, Oracle, MySQL, VoIP, PBX, Carriers, VoIP, DS3, Ethernet, OC-X, Workforce Management, outbound dialler
Responsibilities
Analyze logs, traces, and packet captures to determine root cause of issues; mentor colleagues on troubleshooting and communication; manage assigned cases based on severity and SLA targets; document and report software/design issues to R&D; create and update knowledgebase articles using KCS methodology; de-escalate complex customer issues; provide real-time training and documentation to colleagues.
Seniority
Senior, hands-on IC