Sr. Technical Support Engineer

Intermedia Intelligent Communications is a leading provider of cloud communications and collaboration technology. They are seeking a Sr. Technical Support Engineer to work closely with voice network engineering and development teams to resolve issues with their voice platform and provide a worry-free experience for customers.

Responsibilities:

• 40 hours on direct phone queue related issues with wholesale customers and SIP carriers – this includes logged in and in an incoming call state for 40 hours every week (exceptions only as approved by direct manager or Support Director)
• Must obtain required certifications and training for role and assigned queues
• Answer phone calls, respond to emails and respond to internal escalations
• Diagnose and fix problems encountered with Intermedia voice products or escalate to appropriate internal or external parties
• Maintain and improve policies, procedures and knowledge base and wiki articles
• Actively pass knowledge to co-workers at every opportunity
• Communicate with wholesale customers and SIP carrier NOCs to resolve technical problems
• Work as defined (in advance) by Support management on specific projects with system engineers and developers when troubleshooting problems and implementing fixes and workarounds
• Prepare outage and incident reports for the Intermedia production and back office systems
• Monitor and respond to production systems issues and fraudulent activity
• Act as a technical leader/resource to other internal teams
• Adhere to defined SLA requirements
• Must be willing to work on an on-call support rotation

Requirements:

• Bachelor's degree (B.S.) from four-year College or university; or four years related experience and/or training; or equivalent combination of education and experience
• Possess a positive, team oriented attitude
• Must have current and active SSVVP + SSCA certs (or equivalent as defined by Support management) to be eligible to apply
• Demonstrated ability to understand competing priorities and ability to make competent decisions
• Solid working knowledge of IP telephony
• Attempting to understand what a new or unknown log format means. 'Stare at logs until they make sense' is a common but meaningful joke within the team
• Experience or willingness to learn how to navigate a Linux environment
• Possess a working knowledge of the SIP protocol and a familiarity with Wireshark
• Ability to communicate effectively with employees and customers
• Must enjoy taking on challenging problems
• Ability to pass along knowledge and improve support processes