Technical Support (22648)

How would you like to use cutting-edge technologies like emotion detection, speech recognition and self-services combined with seamless business telephony features? Join our client and be at the core of reimagining the future of voice. As a Technical Support Engineer you will work on the client's newest product, a smart call center solution for sales and support teams. On a permanent placement you will join a growing team focused on one goal - create the future of business telephony industry. You can look forward to financial bonuses, friendly environment and a meaningful, world-class product that will help business all around the world.

About the role
- investigate complex, technical issues that arise
- crawl through logs, database entries
- networking (on level CCNA 1, 2) - SIP, TCP/IP
- answer technical support requests via email, chat, and phone
- help guide some customers through the technical setup process
- collaborate with our engineering team to solve more complex issues
- update knowledge base and troubleshooting documentation for internal and customer use
- act as a liaison between engineering and client-facing teams (customer support, customer success and sales) on technical issues affecting our customers
- identify, document and follow up with engineers on product bugs and features

Your ideal profile
- able to read logs (Sentry, Elastic, etc.) and databases (MySQL, MongoDB)
- degree in a technical subject (students are welcomed as well)
- strong problem-solving, investigative, decision-making and critical-thinking skills
- ability to communicate with both technical and non-technical teams
- active English

Nice to have
- knowledge of VoIP (SIP protocol) 
- experience diagnosing QoS issues
- experience with call center technologies such as IVRs

Benefits
- quaterly financial bonuses
- friendly atmosphere
- home office
- competitive financial reward