πMexico
Technical Support Engineer II
closed
Broadvoice
πRemote - Portugal
Summary
Join Broadvoice's Technical Support team in Portugal as a remote Technical Support Engineer. You will provide 2nd-level support for their UCaaS solution, troubleshoot complex issues, collaborate with other teams, and improve support processes. This role requires 3+ years of experience in 2nd-line technical support in telephony, particularly in contact center solutions. You'll need advanced telephony knowledge, experience with various technologies, and strong communication skills in Portuguese and English. Broadvoice offers a remote-first approach, career growth opportunities, and a supportive work environment.
Requirements
- 3 or more years of relevant experience in 2nd line technical support in Telephony, preferably in Contact Center solutions
- Ability to work independently on problem-solving
- Passion to evolve in new areas of knowledge (CCaaS and UCaaS)
- Advanced Knowledge in Telephony, mainly SIP
- Knowledge of WAN/LAN protocols (TCP,UDP)
- Experience in SQL, Postgres, or Redis
- Solid understanding of APIs and front-end services
- Cloud infrastructure knowledge, preferably in AWS
- Solid Linux/Unix experience
- Strong communication skills in Portuguese and English, both verbal and written
- Team Player
- Growth mentality
Responsibilities
- Drive the resolution of requests escalated to Tier 2
- Support the 1st and 2nd tiers with complex telephone and contact center issues
- Support Engineering, Product, and Business teams in creating the best experience for our customers
- Drive the improvement of documentation, processes, and training to enhance the overall Support teamβs performance
- Proactively identify and resolve blockers that make Support and Delivery Teams less agile
- Help drive automation initiatives to create/improve internal tools/solutions
Benefits
- Grow Your Career
- Enjoy Flexibility
- Community & Culture
- Make an Impact
This job is filled or no longer available
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