Technical Support Engineer II

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