Providing second-line technical support to operator clients via tickets, phone, email, and chat — owning the dialogue and driving issues to resolution
Troubleshooting API integrations, SIP/VoIP call flows, and backend system behaviour to identify and communicate root causes
Performing database queries to investigate backend issues and provide engineering teams with precise technical insights
Acting as a primary liaison between customers and engineering, escalating and prioritising complex issues
Working alongside the team to build long-term technical trust with major platform clients
Contributing to team knowledge, internal documentation, and FAQ resources based on real-world customer interactions
Effectively utilising internal AI tools to accelerate troubleshooting and resolution
Work under the direction of the Incident Management Lead to triage alerts, distribute workload, and drive parallel resolution tracks
Contribute to real-time incident documentation — capturing timeline, actions taken, and impact
Participate in post-mortem reviews and flag gaps or improvement opportunities in runbooks and playbooks
Participate in the rotating on-call schedule (beredskap), approximately one week per month, responding to incidents outside business hours within agreed SLA targets

2–3 years of experience in technical support, technical operations, or a related role — preferably in a SaaS, telecom, or platform environment
Experience working with large enterprise or operator clients with demanding uptime and SLA expectations
Solid technical foundation in API integrations, SIP/VoIP protocols, or similar communication technology
Ability to perform database queries and interpret backend system behaviour
Familiarity with incident management processes; experience in an on-call role is an advantage
Experience with Atlassian tooling (Jira, Confluence), HubSpot, or equivalent platforms
Fluent English, written and spoken. Additional languages relevant to operator markets are a plus
Willingness to participate in a rotating on-call schedule, approximately one week per month

Tech Support Engineer – Incident Specialist

Key skills