Application Support Engineer - UCaaS / VOIP

Cytracom•McKinney, TX

About The Position

Cytracom delivers infrastructure software purpose-built to empower managed service providers (MSPs) and IT professionals (ITSPs) with cloud solutions that connect and secure both traditional and hybrid workforces. Our secure access service edge (SASE) solution provides identity-based network security and connectivity within a single platform that enables businesses to deploy zero-trust networks, enforce compliance and eliminate traditional firewalls and VPNs. Our unified communications suite (UCaaS) uniquely aligns with the operating needs of MSPs and enables their customers to experience seamless communication and collaboration regardless of physical location. The Application Support Engineer serves as a frontline technical expert for our UCaaS and VoIP platform, delivering fast, accurate, and customer-focused support to end-users and partners. This role plays a critical part in customer retention, product adoption, and overall experience by resolving issues efficiently and ensuring seamless communication services. You will be the first technical voice customers interact with, setting the tone for trust, clarity, and confidence in our platform. Success in this role directly impacts customer satisfaction, churn prevention, and long-term growth.

Requirements

Technical curiosity, accountability, and a strong customer-first mindset.
Diagnose and resolve VoIP call quality issues (latency, jitter, packet loss, QoS, SIP signaling)
Troubleshoot PBX configurations, call routing, device provisioning, and number management
Support hardware setup including IP phones, routers, and networking equipment
Assist with fax (Cfax) troubleshooting and integrations
Work with third-party vendors and carriers when necessary to drive resolution
Analyze logs, traces, and system behavior to determine root cause
Ability to thrive under pressure
Creative and analytical thinking
Problem-solving mindset
Self-managed
Ability to multitask effectively
Passion for technology and their work
Working knowledge of Zendesk
De-escalation techniques
Strong empathy for the customer and the ability to tailor communication for the given audience
Self-disciplined
Team player
Detail-oriented
Inquisitive nature
Commitment to excellence

Responsibilities

Provide world-class technical support through clear troubleshooting, proactive communication, and efficient resolution of voice, networking, and platform-related issues.
Diagnose and resolve VoIP, PBX, SIP, networking, and hardware-related issues
Support customer onboarding and technical implementations
Collaborate cross-functionally to resolve complex cases
Follow structured escalation paths while owning customer outcomes
Manage Zendesk tickets, calls, and chats with strong prioritization skills
Meet and exceed SLAs while maintaining high-quality documentation
Own your backlog and proactively escalate risks to SLA compliance
Maintain accurate case notes and technical documentation
Communicate technical concepts clearly to both technical and non-technical customers
Set expectations effectively and follow through until resolution
Turn escalations into opportunities to reinforce trust
Deliver high CSAT through professionalism and empathy
Triage and escalate complex issues to T2/T3 teams when appropriate
Provide complete technical context during handoffs
Participate in daily stand-ups and team collaboration sessions
Contribute to knowledge base improvements and documentation updates
Participate in an on-call rotation and meet escalation SLAs
Continuously expand product and integration knowledge
Contribute feedback to Product and Engineering based on customer trends
Meet defined KPIs for resolution time, CSAT, ticket quality, and productivity