Technical Support Specialist L2, L3

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🔥 3 hours ago

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DataPhone

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2013

🤝 B2B

👥 HR Tech

🎯 Recruiter

B2B • HR Tech • Recruitment

DataPhone is a developer staff-augmentation and managed engineering-teams provider that connects businesses with pre-vetted software engineers and designers. The company offers end-to-end delivery — from sourcing and technical screening to contracts, compliance, and ongoing performance management — positioning itself as an extension of client engineering teams. Services highlighted include frontend, backend, full‑stack, DevOps & cloud, QA & testing, and UI/UX design, with claims of fast time-to-hire, high client satisfaction (around 4. 8/5), and strong retention metrics. DataPhone targets startups to enterprises seeking flexible, scalable engineering capacity and emphasizes culture fit, compliance, and measurable delivery through dashboards and regular reporting.

📋 Description

• Provide second and third-level technical support for SaaS and VoIP PBX products • Investigate and resolve complex technical issues related to cloud communication platforms • Collaborate with engineering and development teams on escalated incidents • Monitor system performance and troubleshoot network, software, and hardware related issues • Create and maintain detailed incident reports, documentation, and knowledge base articles • Assist customers with advanced configuration, integrations, and customizations • Escalate issues appropriately and follow through to resolution • Participate in on-call rotation and ensure timely incident response • Contribute to process improvements to enhance support efficiency and customer experience

🎯 Requirements

• 3+ years of experience in Level 2 and Level 3 technical support roles, including support for SaaS or VoIP products • Strong knowledge of VoIP technologies, SIP, PBX systems, cloud communications, and VoIP security and encryption protocols • Experience with troubleshooting network protocols, firewalls, and VPNs • Proficiency in Windows and Linux server environments • Familiarity with scripting or automation tools is beneficial • Business-fluent verbal and written communication skills in English • Experience with ticketing systems and customer support workflows • Experience supporting international customers • Preferred Qualifications • Certifications such as CCNA, CompTIA Network+, or similar are a plus • Experience with cloud platforms (AWS or Azure) and API integrations • Experience with database systems and SQL