Role Overview
As a Senior Designated Support Engineer, you will be responsible for resolving escalated technical issues affecting end-users of a software suite. Your work ensures seamless connectivity and application performance by diagnosing root causes and guiding solutions through various support channels including voice, chat, and email.
Key Responsibilities
- Manage support requests through a web-based ticketing system, prioritizing based on impact and urgency
- Diagnose and resolve application-level issues affecting user connectivity and performance
- Analyze system logs and network diagrams to identify technical faults in VoIP, Ethernet, T1, DS3, OC-X, and toll-free services
- Coordinate with third-party providers by opening and tracking external incidents
- Document all troubleshooting steps and resolutions within the ticketing platform
- Escalate complex cases to specialized engineering teams when necessary
- Monitor ongoing incidents and keep stakeholders informed of progress
- Interpret telecommunications infrastructure layouts and assess service configurations
- Support on-call rotations and adapt to flexible scheduling demands
- Maintain professional communication with both internal teams and external clients
Qualifications
Candidates should hold an Associate degree or be pursuing a Bachelor’s in Computer Science, Business Information Systems, or a related field—equivalent experience will be considered. A minimum of six years in customer-facing technical support is required.
Essential skills include strong analytical thinking, problem-solving in fast-moving environments, and fluency in network topology and telecom systems such as PBX, carriers, and VoIP. Excellent written and verbal communication abilities are critical.
Preferred Experience
- Four or more years in technical support within software or telecom industries
- Hands-on experience with IP telephony and telecommunications platforms
- Familiarity with dialer systems and workforce management tools
- Working knowledge of web services, APIs, and database structures
- Proficiency in SQL and data query concepts
