Solution Engineer - Hypercare Team
Core
Senior technical support lead for high-impact Hypercare customers, managing break/fix issues, escalations, and service delivery to ensure operational excellence.
Role type
Senior IC Solutions Engineer (Hypercare)
Builds
Production support services and resolved technical cases for enterprise contact center clients
Domain
Cloud contact center software, telecommunications, customer experience
Deliverable
client delivery
Required skills
PBX, ACD, CTI, VoIP, IVR, Networking (TCP/IP, OSI Model), technical writing, data trend analysis, stakeholder management, service agreement management
Preferred skills
Enterprise customer relations, AI and automation systems support, project management
Technologies
Microsoft Office (Excel, Word, PowerPoint, Visio)
Responsibilities
Manage high-impact technical cases and break/fix issues per service agreements; Act as lead point of contact for Hypercare customers; Collaborate with Technical Support Engineers for root cause resolution; Proactively reach out during service interruptions and degradations; Prepare case analyses using data trends; Conduct checkpoints with key stakeholders; Assess and fine-tune service deliverables
Seniority
Senior, hands-on IC
