Technical Support Engineer II

closed
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Broadvoice

πŸ“Remote - 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 team’s 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