Technical Account Engineer

📋 Description

• Own end-to-end technical support cases for enterprise customers through resolution.
• Troubleshoot voice, video and UC issues using log analysis, packet captures, and traces.
• Analyze technical environments to identify root causes and implement solutions.
• Collaborate with engineering, customer success, TAC, and sales to resolve escalated issues.
• Represent customers during high-priority incidents and coordinate cross-functional responses.
• Maintain knowledge of products, integrations, and UC/contact center technologies.

🎯 Requirements

• 5+ years of experience in customer-facing Tier 2 or 3 technical support.
• Strong expertise in VoIP technologies: SIP, H.323, IP phones, SBC, PBX, call routing, SIP trunking.
• Advanced troubleshooting with voice and video quality issues, including packet capture and SIP trace analysis.
• Familiarity with IVR workflows, omnichannel solutions, and UC/contact center environments.
• Strong networking knowledge with CCNA, CompTIA Network+, or equivalent.
• Ability to write clear, structured technical documentation for customers.

🎁 Benefits

• Remote work opportunity within India.
• Opportunity to support enterprise customers and solve complex technical challenges.
• Exposure to advanced communication technologies and large-scale environments.
• Collaboration with experienced engineering and technical teams worldwide.
• Professional development through technical ownership and continuous learning.
• Supportive culture focused on innovation, teamwork, and customer success.