Role Overview
As a Senior Designated Support Engineer, you will serve as a technical expert in diagnosing and resolving advanced customer issues related to connectivity, applications, and telecommunications infrastructure. Your primary focus will be on delivering accurate, timely solutions while maintaining clear communication throughout the support lifecycle.
Key Responsibilities
- Manage support cases using a web-based ticketing platform, email, phone, and chat, ensuring proper triage and follow-up
- Assess incident severity and adjust priorities accordingly, keeping stakeholders informed of progress
- Diagnose and resolve application-level problems affecting end users
- Document, categorize, and forward technical incidents to specialized teams when required
- Drive incident resolution and recovery efforts, minimizing service disruption
- Maintain comprehensive records of all troubleshooting steps and outcomes in the ticketing system
- Escalate critical issues to appropriate internal or external teams based on impact and urgency
- Perform root cause analysis using log files from applications and contact systems
- Interpret network diagrams to understand system architecture and identify failure points
- Monitor third-party service tickets and coordinate with external providers for resolution
- Support a flexible work schedule, including on-call rotations
- Communicate clearly and professionally with both technical and non-technical audiences
Required Qualifications
- Associate degree or ongoing pursuit of a Bachelor’s degree in Computer Science, Business Information Systems, or a related field; equivalent professional experience accepted
- Minimum of six years in customer-facing roles, preferably with technical support responsibilities
- Proven ability to troubleshoot complex systems using logical, analytical methods
- Strong written and verbal communication skills with a focus on clarity and professionalism
- Ability to adapt quickly in fast-moving environments and make sound decisions under pressure
- Familiarity with network topologies and telecommunications systems including PBX, VoIP, and carrier networks
Preferred Experience
- Four or more years in software or telecom technical support
- Hands-on experience with IP telephony and telecommunications platforms
- Working knowledge of dialer systems and workforce management tools
- Understanding of web services and API concepts and their practical applications
- Proficiency with database structures and SQL queries
Technical Environment
VoIP, T1, DS3, Ethernet, OC-X, 1+, Toll Free services, web-based ticketing systems, network diagrams, log analysis, Web Services, API integration, SQL, and database fundamentals.
Work Model
This role requires a flexible schedule and participation in on-call rotations to support global operations.
