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, and implementations, ensuring world-class technical support. This role requires strong VoIP/SIP telephony skills, excellent problem-solving abilities, and the confidence to work autonomously while collaborating effectively with global teams. You will be responsible for maintaining customer satisfaction through efficient problem resolution and proactive technical guidance. The position demands proven B2B enterprise support experience, deep knowledge of voice technology infrastructure, and exceptional business-level English communication skills. This is an opportunity to work independently, managing a manageable volume of complex technical issues and contributing to SecureCo's reputation for technical excellence.

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
• Paid annual leave and sick leave