Customer Support Engineer
Core
Own front-line technical support for Natterbox's global SaaS products, delivering rapid resolution and high-quality troubleshooting for Voice and AI-powered contact centre environments.
Role type
Senior IC Customer Support Engineer (Telecom/VoIP)
Builds
Reliable customer experience and platform stability for global partners
Domain
Telecoms, VoIP, Cloud Contact Centres
Deliverable
client delivery
Required skills
Remote technical diagnosis, omnichannel triage, CRM case management, AI tool utilization, root cause analysis, self-service knowledge creation
Preferred skills
VoIP protocols (SIP, RTP, WebRTC), telephony networks (PSTN, Mobile), advanced networking (Firewalls, DHCP, NAT, DNS), cloud technologies
Technologies
Salesforce, Hosted PBX, IP telephony, SIP, RTP, WebRTC, Natterbox Mobile
Responsibilities
Manage inbound queries across telephone, chat, email, and help centre; diagnose technical faults in PBX and network environments; document cases and coordinate escalations; author knowledge base articles; utilize AI tools to analyze technical logs
Seniority
Junior to Mid-level, hands-on IC