Tech Support Engineer III
Sinch•United States,
•$100,000 - $125,000•Remote
About The Position
The Technical Support Engineer (TSE) is primarily responsible for serving as a subject matter expert, owning complex escalations, and acting as a technical connector across teams. TSE plays a key role in shaping products through launch and ongoing operations by partnering closely with Product, Engineering, Support, NOC, vendors, and customers. Documentation, testing, and on-call participation are also fundamental responsibilities of this role. Additional responsibilities such as architecture input and limited travel support the role as needed.
Requirements
- Bachelor’s degree in computer science, Engineering or related field, or equivalent practical experience
- 5+ years’ experience working in advanced technical support, telecom, NOC, or engineering-adjacent environments
- Experience handling escalations, customer-impacting issues, or production systems
- Strong PC, UNIX, and Linux skills, including comfort working in command-line and system-level environments
- Strong technical foundation in telecommunications and IP networking, including voice networks and protocols such as SIP, SS7, and TCP/UDP, with experience supporting live, customer-facing systems
- Hands-on experience working with carrier-grade voice and networking systems, including but not limited to BroadSoft, FreeSwitch, Ribbon, Cisco, Edgemarc, Linux-based platforms, APIs, messaging systems, and SQL
- Excellent troubleshooting, analytical and critical thinking skills across systems and environments
- Ability to read and understand complex network diagrams
- Demonstrates strong initiative and a self-starter mindset
- Ability to identify issues, take ownership, and drive resolution with priority and follow-through
- Ability to perform well under pressure in time-sensitive situations
- Adaptable and flexible in a fast-changing technical environment
- Excellent interpersonal, teamwork, and collaboration skills
- Excellent written and verbal communication skills with strong attention to detail
- Strong ability to communicate technical concepts clearly and professionally to both technical and non-technical audiences
Responsibilities
- Serve as a subject matter expert for supported products, services, and platforms
- Act as an escalation point for complex technical issues affecting customers and systems
- Support products and equipment through launch and ongoing operations, including planning and execution of deployments, maintenance, and migrations
- Work closely with Product, Engineering, Support, NOC, vendors, & customers to drive resolution of issues and reliability
- Contribute to the development and modification of network architecture by collaborating with Operations teams
- Research and self-educate on new or unfamiliar technologies & protocols relevant to supported products and services
- Communicate professionally & effectively with customers, vendors, management, and internal engineering and operations teams, both verbally and in writing
- Foster a positive, knowledge-sharing environment where teams support success through open collaboration
- Create, maintain and train accurate technical documentation, processes, and knowledgebases
- Participate in an on-call rotation and support after-hours incidents as required
Benefits
- Comprehensive market competitive medical, dental, and vision plans
- Variety of supplemental plans
- Access to telehealth for all participants
- Free virtual counselling resources through our global Employee Assistance Program
- Roth and Pre-tax 401(k) options including an employer match
- Generous paid time off program
- Paid parental leave
- Family planning support
- Flexible remote work offerings
- Paid time off to support a volunteer program
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What This Job Offers
Job Type
Full-time
Career Level
Senior
