Senior Designated Support Engineer (Remote - US)

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Senior Designated Support Engineer in the United States.

In this role, you will provide advanced technical support and troubleshooting for complex software and telecommunications applications, ensuring a seamless experience for end users. You will diagnose and resolve escalated connectivity issues, analyze system logs, and coordinate with internal teams to implement collaborative solutions. The position requires a proactive, consultative approach to problem-solving, combining deep technical expertise with exceptional communication skills. You will work across multiple communication channels, including email, chat, and voice, while supporting flexible schedules and on-call services. This role offers the opportunity to impact customer satisfaction significantly, enhance operational workflows, and contribute to the development of robust support processes.

Accountabilities

·         Troubleshoot and resolve escalated technical issues related to applications, network connectivity, and VoIP/telecommunications services.

·         Analyze system logs, network diagrams, and technical documentation to identify root causes and implement solutions.

·         Act as a consultative partner to end users and internal teams, ensuring positive customer experiences.

·         Work tickets through web-based systems, monitoring progress, documenting actions, and escalating incidents when necessary.

·         Coordinate with third-party providers and internal departments to resolve complex issues efficiently.

·         Participate in flexible schedules and on-call rotations to provide timely support.

·         Maintain clear and thorough documentation of all support activities and resolutions.

·         Associate degree or working towards a Bachelor’s Degree in Computer Science, Business Information Systems, or a related field, or equivalent work experience.

·         6+ years of experience in customer-facing technical support roles, ideally in software or telecommunications.

·         Strong technical troubleshooting, analytical, and problem-solving skills.

·         Excellent written and verbal communication skills, with professionalism in all interactions.

·         Ability to work in a fast-paced, agile environment and adapt quickly to change.

·         Knowledge of network topology and telecommunications architecture (PBX, Carriers, VoIP).

Preferred/Bonus Experience:

·         4+ years in a technical support role within software or telecommunications.

·         Experience with IP Telephony, telecommunication systems, or dialers and workforce management.

·         Familiarity with web services, APIs, and database/SQL concepts.

·         Experience handling high-complexity issues and leading troubleshooting efforts.