Technical Support Engineer
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Job Description
Technical Support Engineer providing VoIP support and troubleshooting for US retail. Collaborating with internal teams to implement and support customer-facing solutions while managing multiple deployments.
Responsibilities:
- Support pre-sales and post-sales technical implementation for pilot and full deployments across US retail stores
- Assist with VoIP system configuration and DECT network setup across the Wildix / x-hoppers stack
- Collaborate with project delivery and engineering teams on technical validation and remote diagnostics
- Perform structured network checks, assess PoE and internet readiness, and help onboard new locations
- Provide technical support to customers and internal teams via ticketing, email, and real-time communication platforms
- Liaise with third-party installation partners and help ensure quality standards are met
- Document recurring issues and contribute to internal support and training materials
- Support remote access configuration and ensure systems are online and monitorable
- Travel occasionally for site visits during pilot rollouts and escalated support cases
Requirements:
- 7+ years of experience in VoIP or UCaaS technical support
- Deep understanding of IP networking, including subnets, NAT, port forwarding, PoE switches, and firewalls
- Experience with DECT systems, SIP provisioning, and hardware diagnostics
- Strong troubleshooting mindset with the ability to resolve issues quickly and independently
- Clear communication with both technical and non-technical audiences
- Self-starter attitude with comfort working remotely and managing multiple deployments
- Willingness to travel regionally in the US for installations, training, and escalations, up to 20%
Benefits:
- Generous time off
- Major Medical, Dental, Vision, and Life Insurance
- Disability and AD&D coverage
- 401(k) retirement plan
- Access to specialized programs and industry events
- Top-tier tech equipment for success
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