Technical Support & AI Engineer (Full Time, Remote)

📋 Description

• Serve as the primary escalation point for the Support team's Technical Success Specialists (TSS) on
• Investigate and diagnose complex technical issues: integration failures, connector/softphone
• Own multi-part enterprise escalations end-to-end: track every open thread, assign next steps, keep
• Filter and package what actually reaches Engineering: confirm an issue meets escalation criteria
• Troubleshoot complex integration/softphone issues, and act as a technical consultant on networking
• Help maintain the technical documentation and runbooks that let the tier 1/tier 2 support team

🎯 Requirements

• 2-3 years in a technical support, support engineering, or technical escalation role
• Knowledge areas: networking, firewalls, and VPNs; softphone or CCaaS integrations
• Demonstrated ownership of ambiguous, multi-stakeholder problems through to resolution
• Strong project-management ownership: experience holding multiple open threads, knowing when to
• Support case triage: experience owning problems within support's wheelhouse, but determining when
• Demonstrated experience using different AI tools and a general understanding of prompting