Voip Support Engineer

We are looking for an experienced technical support engineer to join our Customer Response team where they will perform a wide range of customer care activities for our enterprise customers. The expectation of the Senior Support Engineer is that he/she will possess a high level of technical acumen with domain expertise in the testing/contact center space. They will also be a quick learner and develop expertise in all aspects of the Cyara Platform - deploying this knowledge to help our customers be successful with our product. We are also looking for someone that is able to function effectively in high-pressure situations and handle escalations in a calm, methodical and professional manner. We need someone who will be a trusted technical advisor to the customer, a passionate advocate for the customer, and someone who cares about and is obsessed with the customer experience as we are; a highly organized, detailed oriented and proactive individual that we can entrust with our largest and most strategic customers. We are seeking someone who is an exceptional communicator, and can maintain high levels of engagement with our customers and deliver an elevated level of service to drive customer satisfaction and loyalty.

Responsibilities:

Make our customers happy:
• Create great experiences for our customers when they need help. Build trust and strong relationships with customers.
• Managing support cases to enable fast resolution of inbound requests, while delivering quality work, meeting or exceeding our customers expectations.
• Contributing and maintaining both internal and customer-facing content in our Knowledge Center to drive knowledge sharing across the team and help our customers self-serve.

Be a product expert:
• Learn Cyara products intimately and help customers (and other team members) do the same.
• Maintaining up-to-date expertise and certifications in Cyara suite of products and related technologies.

Resolve issues:
• Investigate issues in the product, partner closely with engineering to fix issues.
• Using our ticket tracking system to work on customers' requests; research, troubleshoot and identify solutions to product, software, network and hardware issues.
• Documenting defects that are escalated to the Engineering team.
• Documenting production impacting incidents.

Represent the voice of the customer:
• Represent our customers' needs and struggles to drive our product in a strong direction.
• Managing internal and customer-facing communications in the event of outages or incidents, keeping all parties updated on progress.

Improve how we operate:
• Whether it's our tools, systems, or processes, we'll rely on you to help us scale our support.
• Supporting and taking ownership of ad-hoc projects to develop the capabilities of the Customer Response support team.

The Experience You Have:

• 2 years previous experience supporting at least one or more types of voice application product such as a VoIP product, IVR product, Genesys, Avaya, Cisco, or Nortel PBXs
• Knowledge and experience with support of SIP VoIP, H323 VoIP and ISDN signaling systems
• Knowledge of network fundamentals and protocols
• Knowledge and understanding Web technologies
• Understanding of CTI
• Experience working in support in a software company
• Experience tracing calls using application logs, Wireshark traces, carrier traces
• Web API & shell scripting experience
• Must have good analytical and troubleshooting skills
• Must have good verbal and written communication skills
• Nice to have:
• Database knowledge and experience with MS SQL server 2016 or later with running executing queries and using SQL Management Studio
• Support experience with Windows Server 2012 and later
• Windows server administration/implementation
• Knowledge of Docker Technology
• Knowledge and experience with VMWare
• Knowledge and experience working with Elasticsearch, Sumologic, Splunk
• Experience debugging web pages using common Browser types such as IE, Firefox, Chrome etc
• Knowledge of JQuery, Javascript, HTML