POSITION DETAILS:
LOCATION: Remote, in Portugal
DEPARTMENT: Technical Support
REPORTS TO: Manager, Technical Support II
POSITION SUMMARY:
We are seeking an experienced Technical Support Engineer to join our team. In this role, you will be responsible for providing 2nd-level support for Broadvoice's CCaaS solution and helping define the best support for our customers.
YOUR DAY-TO-DAY:
Drive the resolution of requests escalated to Tier 2.
Support the 1st and 2nd tiers with complex telephone and contact center issues.
Support Engineering, Product, and Business teams in creating the best experience for our customers.
Drive the improvement of documentation, processes, and training to enhance the overall Support team's performance.
Proactively identify and resolve blockers that make Support and Delivery Teams less agile.
Help drive automation initiatives to create/improve internal tools/solutions.
WHAT YOU BRING TO THE TEAM:
3 or more years of relevant experience in 2nd line technical support in Telephony, preferably in Contact Center solutions.
Ability to work independently on problem-solving.
Passion to evolve in new areas of knowledge (CCaaS and UCaaS).
Advanced Knowledge in Telephony, mainly SIP.
Knowledge of WAN/LAN protocols (TCP,UDP).
Experience in SQL, Postgres, or Redis.
Solid understanding of APIs and front-end services.
Cloud infrastructure knowledge, preferably in AWS.
Solid Linux/Unix experience.
Strong communication skills in Portuguese and English, both verbal and written.
Team Player.
Growth mentality.
WHY BROADVOICE:
Broadvoice is more than just a leading cloud communications company; we're the architects of global connections. Our mission is clear: to personalize how people communicate, ensuring that our technology enhances teams' ability to connect with what truly matters no matter where work takes place.
Communication is the lifeblood of success, whether connecting with customers or collaborating with colleagues. At Broadvoice, our platforms create opportunities to interact, share ideas, and bring visions to life. We believe that human interaction is the cornerstone of brilliance, and we prioritize it in everything we do.
Our success at Broadvoice hinges on our vibrant culture. We take pride in our dedicated culture team, working tirelessly to foster a supportive and engaging work environment for all employees. Through community-building, collaboration, and personal and professional growth initiatives, our culture team ensures that Broadvoice is a place where everyone can thrive.
Broadvoice is committed to diversity, equity, and inclusion (DEI). We have an active DEI council open to all global employees, driving DEI initiatives worldwide through newsletters, webinars, fundraisers, book clubs, and more. By cultivating a culture of belonging, we empower our team members to be their best selves and contribute to our mission of inspiring meaningful human connections.
We value our employees and offer comprehensive benefits packages, including paid vacation and holidays, along with a host of other perks.
Broadvoice is an Equal Opportunity Employer. We are committed to providing reasonable accommodations to enable individuals with disabilities to perform their job functions.
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