Support Engineer

Summary

Join SecureCo's distributed support team as a Support Engineer (Voice Technology) and become the technical expert for our enterprise partners and vendors. You will handle complex technical troubleshooting, configurations, implementations, and provide world-class technical support. This role requires strong technical skills in VoIP/SIP telephony, excellent problem-solving abilities, and the confidence to work autonomously. You will work independently, managing a manageable volume of complex technical issues. The ideal candidate possesses proven B2B enterprise support experience, deep knowledge of voice technology infrastructure, and exceptional business-level English communication skills. This position offers a competitive salary, flexible work environment, and professional development opportunities.

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

Responsibilities

• 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

Preferred Qualifications

• 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

• 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
• Paid annual leave and sick leave