Key skills
VoIP technical supportUCaaS systemsSubnetsNATPort forwardingPoE switchesFirewallsDECT systemsSIP provisioningHardware diagnosticsRemote networking toolsRetail technology deploymentTechnical support ticketing systemstroubleshooting mindsetIP networkingSelf-starter attitudeCommunicationSales
About this role
Wildix is a global leader in business communication technology, and they are seeking a Technical Support Engineer to support their expanding customer base. The role involves providing technical support, troubleshooting issues, and assisting with VoIP system configuration for retail deployments across the United States.
Responsibilities:
- Support pre-sales and post-sales technical implementation for pilot and full deployments across US retail stores
- Assist with VoIP system configuration and DECT network setup across the Wildix / x-hoppers stack
- Collaborate with project delivery and engineering teams on technical validation and remote diagnostics
- Perform structured network checks, assess PoE and internet readiness, and help onboard new locations
- Provide technical support to customers and internal teams via ticketing, email, and real-time communication platforms
- Liaise with third-party installation partners and help ensure quality standards are met
- Document recurring issues and contribute to internal support and training materials
- Support remote access configuration and ensure systems are online and monitorable
- Travel occasionally for site visits during pilot rollouts and escalated support cases
Requirements:
- 7+ years of experience in VoIP or UCaaS technical support, preferably in customer-facing roles
- Deep understanding of IP networking, including subnets, NAT, port forwarding, PoE switches, and firewalls
- Experience with DECT systems, SIP provisioning, and hardware diagnostics
- Strong troubleshooting mindset with the ability to resolve issues quickly and independently
- Clear communication with both technical and non-technical audiences
- Self-starter attitude with comfort working remotely and managing multiple deployments
- Willingness to travel regionally in the US for installations, training, and escalations, up to 20%
- Experience supporting UCaaS systems
- Experience with remote networking tools
- Familiarity with headset hardware, DECT planning, and site surveys
- Experience in retail technology deployment or managed services
- Experience delivering training or documentation for internal or external users