Support Engineer (Voice Technology)

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July 30

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Hustler Marketing

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eCommerce • Marketing • SaaS

Hustler Marketing is an award-winning email marketing agency specializing in driving brand growth for eCommerce businesses. They offer comprehensive services, including email marketing, SMS marketing, and User-Generated Content (UGC) ads, focusing on improving key metrics like Click-through Rates, Open Rates, and Customer Lifetime Value. The agency prides itself on a data-driven approach, strategic email list growth, and a commitment to delivering high ROI for over 350 brands. Hustler Marketing is recognized for their innovative strategies, particularly in retention marketing, and for their adaptability to different email marketing platforms. They emphasize personalized service by assigning account managers to a maximum of three clients, ensuring focused attention and tailored strategies. The agency also explores ad buying and conversion rate optimization, ensuring a holistic approach to marketing that integrates customer acquisition with retention.

51 - 200 employees

🛍️ eCommerce

☁️ SaaS

📋 Description

• Company Introduction: At SecureCo, we’re at the forefront of enterprise voice technology solutions, delivering mission-critical communication infrastructure to businesses worldwide. As a leading provider of VoIP and voice technology services, our mission is to ensure seamless, secure, and reliable communication for our enterprise clients. • What sets us apart is our deep technical expertise and commitment to excellence in voice technology - we understand that when communication fails, business stops. That’s why we've built our reputation on delivering high-availability solutions that our clients can depend on. • As we continue to expand our global reach and enhance our service offerings, we’re looking for talented professionals to join our distributed support team. If you’re technically skilled, customer-focused, and passionate about solving complex voice technology challenges, we’d love to have you on board. • About the Role: As our Support Engineer (Voice Technology), you’ll be the technical expert our enterprise partners and vendors rely on when they need Level 2 & 3 support with their voice technology solutions. You’ll handle complex technical troubleshooting, perform configurations and implementations, and ensure our customers receive world-class technical support. • The Support Engineer will play an important role in maintaining customer satisfaction through efficient problem resolution, proactive technical guidance, and autonomous problem-solving. You’ll work almost independently with minimal overlap with other teams, handling a manageable volume of complex technical issues, typically a couple of tickets per day. • You’ll need strong technical skills in VoIP/SIP telephony, excellent problem-solving abilities, and the confidence to work autonomously while collaborating effectively with global teams. Your ability to quickly research new technologies and provide expert recommendations will be essential for success in this role. • This position is perfect for someone with proven B2B enterprise support experience, deep knowledge of voice technology infrastructure, exceptional business-level English communication skills, and a passion for delivering technical excellence in an autonomous work environment. • Mission Statement: The primary mission of our Support Engineer is to provide high-quality Level 2 & 3 technical support that ensures our enterprise partners and customers’ voice technology solutions operate seamlessly and reliably. You’ll be responsible for maintaining our reputation for technical excellence while working autonomously to resolve complex technical challenges. • General responsibilities: The responsibilities of our Support Engineer include the following: • Perform Level 2 & 3 technical troubleshooting of complex customer issues and technical faults • Provide efficient customer support via Service Desk software, email, and phone communication • Execute configuration and implementation of customer solutions • Work autonomously with minimal overlap with other teams • Handle a manageable volume of complex technical issues (typically a few tickets per day) • Collaborate with enterprise vendors and partners when required • Produce and maintain technical documentation for knowledge bases • Ensure quality of implementation and technical deliverables • Provide subject matter expertise when needed • Maintain ongoing technical ownership and oversight of implemented solutions • Research new products and technologies to provide business recommendations • Overall, the Support Engineer will play an important role in driving customer success and maintaining SecureCo’s reputation for technical excellence by delivering exceptional support and ensuring the reliability of our voice technology solutions. • Position specifications: The Support Engineer position includes committing to the following: • Full-time commitment and 8 hours per day • Availability during European office hours (approximately 8 to 10 AM start time) • Competitive salary package with a fixed salary with potential for additional benefits • Full employee status with complete payroll management and employment benefits • Paid annual leave and sick leave • Standard notice period as per employment contract

🎯 Requirements

• Minimum 4 years of experience in B2B enterprise level support with VoIP technologies • Proven experience supporting complex B2B infrastructure, network, and/or voice solutions with high availability requirements • Strong hands-on technical skills for analyzing and resolving complex problems • Working experience with VoIP/SIP Telephony (Oracle SBC knowledge highly desirable) • Deep understanding of SIP Protocol and VoIP/SIP Architecture and Design • Bachelor’s degree or equivalent tertiary qualification • Exceptional business-level English communication skills • Self-starter with proven ability to work autonomously with minimal team overlap • Team player motivated by achieving clearly stated stretch goals • Excellent time management and organizational skills • Diplomatic and persuasive communication style • Ability to quickly research new products and technologies • Mid to Senior level experience and expertise

🏖️ Benefits

• Competitive annual salary with potential for additional benefits • Full employee status with comprehensive payroll management and employment benefits • Flexible work environment with remote work opportunities • European office hours (8 to 10 AM start time) • Professional development and continuous learning opportunities • Working with cutting-edge voice technology solutions • Autonomous work environment with minimal team overlap • Direct impact on customer success and business growth • Opportunity to work with enterprise-level clients and complex technical challenges • Career advancement opportunities within a growing technology company • The chance to be part of a team that’s shaping the future of enterprise communications