Support Engineer

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. 

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.

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. 

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. 

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 

Requirements

As our Support Engineer, you need to be a technically skilled, analytical, and customer-focused individual. You need to be able to handle multiple complex technical issues simultaneously, work autonomously when required, communicate effectively with diverse stakeholders, and consistently deliver high-quality technical solutions. 

You should have extensive experience in B2B enterprise support environments and deep knowledge of voice technology infrastructure, particularly VoIP technologies. You should approach problems systematically and be comfortable working autonomously with minimal team overlap, so every solution is thoroughly researched and optimized for long-term reliability while meeting immediate customer needs.

You'll need to be highly autonomous and able to take complete ownership of technical issues from start to resolution. The ability to think critically while maintaining focus on customer satisfaction is key. You must be comfortable managing your workload independently with exceptional business-level English communication skills for interacting with enterprise vendors and partners. 

The ideal person for the Support Engineer role is someone who thrives on solving complex technical challenges and genuinely cares about delivering exceptional customer experiences through reliable voice technology solutions. 

Strong analytical skills, technical problem-solving abilities, communication skills, and the ability to work under pressure will be essential for success in this position and help you excel in our collaborative team environment. 

Key traits for this position: 

Our ideal Support Engineer will demonstrate excellent technical problem-solving skills, attention to detail, and an ability to deliver solutions that meet both immediate needs and long-term reliability requirements. You'll need to manage your time effectively, take complete initiative when technical issues arise, and work autonomously while maintaining service quality. Exceptional business-level English communication skills will be essential for success when working with enterprise vendors and partners. 

The Support Engineer position has the following key requirements: 

• Minimum 4 years of experience in B2B enterprise level support with VoIP technologies 
• Proven experience supporting complex B2B infrastructure, network, and/or voice solutions with high availability requirements 
• Strong hands-on technical skills for analyzing and resolving complex problems 
• Working experience with VoIP/SIP Telephony (Oracle SBC knowledge highly desirable) 
• Deep understanding of SIP Protocol and VoIP/SIP Architecture and Design 
• Bachelor's degree or equivalent tertiary qualification 
• Exceptional business-level English communication skills 
• Self-starter with proven ability to work autonomously with minimal team overlap 
• Team player motivated by achieving clearly stated stretch goals 
• Excellent time management and organizational skills 
• Diplomatic and persuasive communication style 
• Ability to quickly research new products and technologies 
• Mid to Senior level experience and expertise 

Highly Beneficial Experience: 

• FinTech environment experience
• PCI (Payment Card Industry) standards and compliance knowledge
• vSphere and VMware products
• DNS and network technologies
• Cloud-based products and services
• Orchestration and automation (DevOps) exposure
• Software engineering concepts understanding
• Telecommunications domain experience 

Benefits

As part of our global distributed team, you get access to these benefits: 

• Competitive annual salary with potential for additional benefits 
• Full employee status with comprehensive payroll management and employment benefits 
• Flexible work environment with remote work opportunities 
• European office hours (8 to 10 AM start time) 
• Professional development and continuous learning opportunities 
• Working with cutting-edge voice technology solutions 
• Autonomous work environment with minimal team overlap 
• Direct impact on customer success and business growth 
• Opportunity to work with enterprise-level clients and complex technical challenges 
• Career advancement opportunities within a growing technology company 
• The chance to be part of a team that's shaping the future of enterprise communications