Technical Support Engineer
Sangoma’s value proposition is audaciously simple, our solution is highly scalable and our level of service reliability is unparalleled.
Sangoma offers the only global fully integrated communication and productivity SaaS platform in the market which includes : UCaaS, Collaboration, Video, Contact Center, Virtualization, Access Controls, and Trunking.
What we are looking for : A Technical Support Engineer troubleshoots and resolves issues throughout our entire product line and assists customers with technology rollouts of our telephony products.
Our TSE’s also work hand in hand with our development, customer service and sales staff to enhance the overall customer experience.
The successful candidate will join a work environment that cares, dynamically shares knowledge / skills and encourages growth at all levels.
Your Role :
Diagnose and troubleshoot technical issues with Sangoma products
Ask customers targeted questions to quickly understand the root of the problem
Provide Support inline with appropriate SLAs
Be able to Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
Provide prompt and accurate feedback to customers
Refer to internal or external support resources to provide customer centric solutions
Ensure all issues are properly logged
Prioritize and manage several open issues at one time
Document technical knowledge in the form of wiki guides
Maintain an open but professional relationship with customers and colleagues
Your Background :
Excellent understanding of customer service
Excellent communication skills, verbal and written
Excellent technical troubleshooting skills using a methodical disciplined approach
Excellent interpersonal skills
Very Good knowledge of SIP Protocol VoIP Telecommunications, IP Telephony Architectures
Very Good knowledge of computers, networking (Voice and Data), LAN / WAN data networking architectures and routing protocols
Good knowledge of Microsoft Ecosystems and MS Lync environments
Good knowledge of Linux and associated repositories.
Good knowledge of traditional telecommunication technologies, such as T1, PRI, ISDN, SS7, Analog FXS / FXO and others
Very Good troubleshooting skills on telephony, data, computers and their applications
Ability to handle demanding customers, serious technical problems or product issues resulting in stressful situations
Ability to interface tactfully and effectively with external customers at various technical and management levels
Must be a self-starter, possess good organization skills, and the ability to multi-task
What We Offer :
Extensive Benefit Options (Health, Vision, Dental, Long & Short term Disability) effective after a short waiting period
Matching 401K program - 100% match on 4%.
Flexible Time Off & Company Holidays
Entrepreneurial work environment partnered with high growth career opportunities
Are you ready to make a direct impact on the company and be rewarded for your performance? Are you ready to take on a new challenge?
Must be authorized to work in the United States on a full-time basis for any employer. No agencies or third-party resumes, please.
Sangoma Communications is an Equal Opportunity / Affirmative Action employer. We provide equal employment opportunities to all qualified employees and applicants for employment without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, veteran status, disability or any other legally protected status.
We prohibit discrimination in decisions concerning recruitment, hiring, compensation, benefits, training, termination, promotions, or any other condition of employment or career development.