Support Engineer

Alianza, Inc. • US,

3d

About The Position

Alianza is looking for a Support Engineer to join our Technical Support department. This role focuses on resolving customer issues across the breadth of the Alianza portfolio — from configuration questions to deeper technical debugging — with speed, accuracy, and a strong commitment to customer satisfaction. The ideal candidate is an experienced troubleshooter who is comfortable owning a ticket queue autonomously, balancing competing priorities and SLA commitments, and who thrives in a fast-paced, dynamic environment.

Requirements

• Strong technical troubleshooting skills, with proven ability to trace customer-reported symptoms to root cause across complex systems and to learn and master the Alianza product portfolio.
• Proficiency managing a ticket queue autonomously, balancing volume with effective prioritisation across competing demands.
• Ability to work independently and multitask effectively in a dynamic, interrupt-driven, high-pressure environment.
• Outstanding written and verbal communication skills, including the ability to professionally, clearly, and quickly articulate problems and solutions to both technical and non-technical audiences.
• Exceptional phone and customer handling skills, including the ability to manage frustrated customers with professionalism and empathy.
• Strong business sense and understanding of situational context to accommodate a wide variety of customer personas across product lines.
• 3+ years of professional technical support experience, with demonstrated growth in handling progressively complex technical issues.
• Knowledge and experience with voice and/or telecom technologies.

Nice To Haves

• Knowledge and experience with the Metaswitch MetaSphere suite of telecom products.

Responsibilities

• Serve as the first technical eye on incoming tickets in assigned product areas — validating, classifying by complexity, and routing to the right group when work belongs elsewhere.
• Resolve customer issues through systematic diagnostic techniques and applied product knowledge, working toward First Contact Resolution (FCR) wherever practical, as a key driver of customer satisfaction. Manage your ticket queue autonomously, applying effective prioritisation within Service Level Agreements (SLAs).
• Work alongside Technical Advisors on complex issues requiring deeper expertise, and escalate to Engineering or third-party vendors where specialist intervention is needed, providing complete and clear documentation that enables efficient resolution.
• Take full ownership of technical issues, drive them to a timely resolution, and proactively communicate status updates — especially for at-risk or unhappy customers. Go the extra mile to ensure customer happiness.
• Build and maintain working knowledge across the breadth of the Alianza platform and product portfolio, rather than concentrating in a single domain, in order to handle a wide variety of incoming issues.
• Identify recurring tickets that are candidates for permanent deflection, write knowledge-base articles and self-help content, and keep existing documentation accurate and useful. Share efficient ticket-handling techniques with newer team members.
• Participate in a 24x7 emergency rotation, ensuring critical customer issues are addressed promptly.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed