Support Engineer (Voice Technology)

Company Introduction: 

At SecureCo, we’re at the forefront of enterprise voice technology solutions, delivering mission-critical communication infrastructure to businesses worldwide. As a leading provider of VoIP and voice technology services, our mission is to ensure seamless, secure, and reliable communication for our enterprise clients. 

What sets us apart is our deep technical expertise and commitment to excellence in voice technology - we understand that when communication fails, business stops. That’s why we've built our reputation on delivering high-availability solutions that our clients can depend on. 

As we continue to expand our global reach and enhance our service offerings, we’re looking for talented professionals to join our distributed support team. If you’re technically skilled, customer-focused, and passionate about solving complex voice technology challenges, we’d love to have you on board. 

About the Role 

As our Support Engineer (Voice Technology), you’ll be the technical expert our enterprise partners and vendors rely on when they need Level 2 & 3 support with their voice technology solutions. You’ll handle complex technical troubleshooting, perform configurations and implementations, and ensure our customers receive world-class technical support.

The Support Engineer will play an important role in maintaining customer satisfaction through efficient problem resolution, proactive technical guidance, and autonomous problem-solving. You’ll work almost independently with minimal overlap with other teams, handling a manageable volume of complex technical issues, typically a couple of tickets per day. 

You’ll need strong technical skills in VoIP/SIP telephony, excellent problem-solving abilities, and the confidence to work autonomously while collaborating effectively with global teams. Your ability to quickly research new technologies and provide expert recommendations will be essential for success in this role. 

This position is perfect for someone with proven B2B enterprise support experience, deep knowledge of voice technology infrastructure, exceptional business-level English communication skills, and a passion for delivering technical excellence in an autonomous work environment.

Mission Statement:

The primary mission of our Support Engineer is to provide high-quality Level 2 & 3 technical support that ensures our enterprise partners and customers’ voice technology solutions operate seamlessly and reliably. You’ll be responsible for maintaining our reputation for technical excellence while working autonomously to resolve complex technical challenges. 

General responsibilities:

The responsibilities of our Support Engineer include the following: 

• Perform Level 2 & 3 technical troubleshooting of complex customer issues and technical faults 
• Provide efficient customer support via Service Desk software, email, and phone communication 
• Execute configuration and implementation of customer solutions 
• Work autonomously with minimal overlap with other teams 
• Handle a manageable volume of complex technical issues (typically a few tickets per day) 
• Collaborate with enterprise vendors and partners when required 
• Produce and maintain technical documentation for knowledge bases 
• Ensure quality of implementation and technical deliverables 
• Provide subject matter expertise when needed 
• Maintain ongoing technical ownership and oversight of implemented solutions
• Research new products and technologies to provide business recommendations

Overall, the Support Engineer will play an important role in driving customer success and maintaining SecureCo’s reputation for technical excellence by delivering exceptional support and ensuring the reliability of our voice technology solutions. 

Position specifications:

The Support Engineer position includes committing to the following: 

• Full-time commitment and 8 hours per day 
• Availability during European office hours (approximately 8 to 10 AM start time) 
• Competitive salary package with a fixed salary with potential for additional benefits 
• Full employee status with complete payroll management and employment benefits 
• Paid annual leave and sick leave 
• Standard notice period as per employment contract