This role focuses on restoring service and resolving chronic issues to reduce financial risk for customers using contact center solutions
Job Summary
This role focuses on restoring service and resolving chronic issues to reduce financial risk for customers using contact center solutions.
The engineer must demonstrate deep subject matter expertise in core technologies while mentoring colleagues on troubleshooting and communication skills.
Candidates are expected to drive escalated cases to resolution by collaborating with R&D and other internal stakeholders to eliminate recurring problems.
Matching Summary
This role focuses on restoring service and resolving chronic issues to reduce financial risk for customers using contact center solutions.
Skills & Requirements
Must-have
5+ years technical customer service experience
Advanced SaaS and telecommunications knowledge
TCP/IP HTTP SFTP networking protocols
Root cause analysis and log tracing
Mentoring junior engineers and colleagues
Nice-to-have
VoIP and telephony troubleshooting expertise
Workforce Management software experience
API and Web Services conceptual understanding
Database SQL concepts proficiency
Flexible schedule and on-call availability
Key Requirements
Bachelor's degree in Computer Science or equivalent work experience
Minimum 3 years advanced knowledge of SaaS and networking technologies
Proven ability to utilize and update knowledgebase resources