Support Engineer, Voice Technology

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August 25

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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

• At SecureCo, we’re at the forefront of enterprise voice technology solutions, delivering mission-critical communication infrastructure to businesses worldwide. • Provide Level 2 & 3 technical support for enterprise partners and vendors, handling complex technical troubleshooting, configurations and implementations. • Maintain customer satisfaction through efficient problem resolution, proactive technical guidance, and autonomous problem-solving. • Work independently with minimal overlap with other teams, handling a manageable volume of complex technical issues (typically a couple of tickets per day). • Strong technical skills in VoIP/SIP telephony, excellent problem-solving, and ability to research new technologies. • Drive customer success and maintain SecureCo’s reputation for technical excellence by delivering exceptional support and reliable voice technology solutions. • 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 • 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 • 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 • Highly Beneficial Experience: • FinTech environment experience • PCI (Payment Card Industry) standards and compliance knowledge • vSphere and VMware products • DNS and network technologies • Cloud-based products and services • Orchestration and automation (DevOps) exposure • Software engineering concepts understanding • Telecommunications domain experience

🏖️ 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