Senior Technical Support Engineer – Communication Solutions

This is a US-based remote opportunity – work from home full-time.Senior Technical Support Engineer – Communication Solutions

Join a leader in enterprise conversations and revolutionize customer engagement!

As a Senior Technical Support Engineer, you will be working for our client, a global leader in communication solutions. You will be responsible for providing exceptional support to enterprise-level customers, leveraging your expertise in cloud technologies and troubleshooting skills.

Your main responsibilities:

• Act as a Subject Matter Expert (SME) in Open Platform, specializing in Java, JavaScript, iOS/Android dev languages (Kotlin, Swift), SDK, and APIs.
• Troubleshoot and resolve complex technical issues raised by customers, ensuring timely resolution within SLAs.
• Serve as the primary point of contact for customer issues, liaising between customers, Product Management, Engineering, and other internal teams.
• Provide insights and feedback to development and service teams for recurring issues.
• Collaborate with product developers, building knowledge in support, troubleshooting tools, and methodologies.
• Communicate via chat channel for new and existing issues, ensuring speedy resolution.
• Analyze recurring issues and contribute to the development of better customer support tools and solutions.
• Mentor and educate team members, empowering them to handle technical escalations effectively.
• Be comfortable with 24/7 shift work and on-call duties to address critical customer issues.

You're ideal for the role if you have:

• Minimum of 3 years of experience as a Tier 3/4 Support Engineer or equivalent customer-facing position.
• Extensive experience supporting enterprise-level customers, preferably with Fortune 500 organizations.
• Proven expertise in analyzing, troubleshooting, and providing solutions for complex technical issues.
• Strong knowledge of web technologies and protocols.
• Proficiency in troubleshooting APIs, SDK, Mobile environments, and services.
• Excellent oral and written communication skills in English.
• Resilience to work in a fast-paced environment and meet tight timelines.
• Strong service orientation and interpersonal skills.
• Willingness to be on-call for high-severity issues.
• Proactive self-learner with a strong desire to acquire new knowledge.

Preferred Qualifications:

• Understanding of modern programming languages and supportive frameworks.
• Experience with JS Frameworks (React, jQuery, Angular, Polymer), Mobile development languages (Kotlin, Swift, Dart), and REST clients.
• Proficiency in scoping and trends analysis using databases and monitoring tools (Grafana, Graphite) and logging systems (Kibana, Splunk, logstash, etc.).
• Bachelor's degree in a related field.

We offer you:ITDS Business Consultants is involved in many various, innovative and professional IT projects for international companies in the financial industry in Europe. We offer an environment for professional, ambitious, and driven people. The offer includes:

• Stable and long-term cooperation with very good conditions
• Enhance your skills and develop your expertise in the financial industry
• Work on the most strategic projects available in the market
• Define your career roadmap and develop yourself in the best and fastest possible way by delivering strategic projects for different clients of ITDS over several years
• Participate in Social Events, training, and work in an international environment
• Access to attractive Medical Package
• Access to Multisport Program
• Access to Pluralsight
• Flexible hours & remote work

Internal job number #7081

https://itds.pl/pl/praca/senior-technical-support-engineer/

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