Technical Support Engineers
Sangoma
Makati, Philippines
3d ago

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.

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