Support Engineer - US

Imagicle•Fort Lauderdale, FL

2d•Onsite

About The Position

At Imagicle, we deliver AI-powered UC and CX apps, Omnichannel Contact Center & Receptionist with Virtual Agents, Compliance & Quality Recording, and Advanced Analytics, delivering faster, smarter, and easier communication and collaboration across cloud, hybrid, and on-prem environments for Cisco/Webex and Microsoft Teams Rooted in a culture of passion , respect , commitment , and happiness , we’ve built a 16-year legacy of growth and excellence. With our applications used in over 150 countries, we are proud to empower businesses worldwide—from Europe to the Americas and the Middle East. About the role We opened the US subsidiary in Miami (Fort Lauderdale) in July 2017, to focus and grow in the North and Central America market, with an active set of channel partners and customers already working with us. That's why we want to build a strong local team for sales, services, and technical support. Today, we are looking for a technology enthusiast to join our technical Support Team as Support Engineer in Fort Lauderdale , Florida. The Imagicle Support Team is critical to our future success, so we are looking for the absolute best people out there to take care of our customers' happiness. Are you up for the challenge? So Imagicle is the right place for you!

Requirements

Passion for IT and technology: strong interest in the world of IT and innovation.
Priority management and autonomous daily work organization.
Professional experience: at least 1 year in technical support for customers or partners.
Ability to handle customer interactions with patience, empathy, and a focus on building trust.
Education: preferably a degree in science or equivalent.
English language proficiency, in both speaking and writing.
Familiarity with Windows Server operating systems.
Knowledge of fundamental networking concepts.
Experience with UC platforms (e.g., Cisco, Microsoft Teams)
Knowledge of VoIP, SIP, IP telephony
Experience in trouble ticketing tracking

Nice To Haves

You are familiar with cloud architectures and systems.
You are certified in either Microsoft Teams or Cisco Collaboration Solutions.
You are familiar with any scripting language (batch, bash, python, Powershell, JS, etc.).
You are familiar with generative AI tools (chatGPT, Gemini, etc.) to support your daily work (text editing, tasks automation)
You are familiar with Active Directory/Entra ID integrations
You are familiar with basic network concepts (firewalling, certificates management)
You are familiar with the configuration of application/web servers and databases (e.g., IIS, SQL Server)
Spanish a plus.

Responsibilities

Providing high-quality technical support for the Imagicle products, deployed on-premise or provided as cloud SaaS.
Taking ownership of technical issues and customer concerns.
Coordinating with our development and technical teams to resolve complex issues involving product defects or architectural issues
Manage customer complaints and escalate issues to the team leader only when necessary.
Provide technical training to customers as required
Documenting problem resolution steps
Sharing knowledge and experiences with the rest of the team in a spirit of continuous improvement.