Technical Operations Engineer

OneCloud Corporation•Charlotte, NC

2h•Remote

About The Position

OneCloud is seeking a senior, multi-disciplinary Technical Operations Engineer to support its full product line. The role spans complex technical escalations, sales demonstrations and solution design, remote installations and migrations, and technical development for Calldacity, OneCloud’s subsidiary. The position brings deep NetSapiens expertise to customer, partner, and internal engagements and contributes to team development through documentation, process improvement, and mentorship. It reports to the Support Center Manager, who sets priorities across the role’s areas of responsibility. The engineer resolves complex cases across OneCloud UCaaS and CCaaS products, advises Level I and Level II technicians, owns assigned tickets through resolution, and follows established diagnostic, documentation, escalation, and service-level processes. The role also assesses customer networks, supports managed network solutions, collaborates with Sales Engineering on demonstrations and sales-cycle solution design, and ensures technical commitments are documented for implementation. The engineer plans and executes remote installations, provisioning, and migrations; validates deployments before customer sign-off; and produces configuration documentation for handoff. The role supports Calldacity partner onboarding and deployment validation, provides partner training on NetSapiens administration, and contributes to partner-facing materials. Additional duties include maintaining knowledge-base content, developing and standardizing procedures, mentoring technicians, and communicating workload and emerging trends to the Operations Manager. This is a remote position, with required attendance at the Charlotte, North Carolina office during an initial onboarding period of approximately one week and periodically afterward. Travel to OneCloud and customer locations across North Carolina may be required. The role requires participation in on-call rotations and after-hours work as needed, prolonged periods sitting or standing while using a computer, and the ability to lift up to 25 pounds at times. Candidates must be at least 21 years old and have a valid driver’s license and clean driving record.

Requirements

Expert-level knowledge of the NetSapiens platform, including domain and user administration, dial plans, call routing, call queues, auto attendants, and partner configuration.
Strong VoIP fundamentals, including SIP, RTP, codecs, device registration, SBCs, and packet-capture analysis.
Working knowledge of network factors affecting voice quality, including QoS, DNS/DHCP, NAT, and SIP ALG.
Ability to deliver technical product demonstrations and translate customer requirements into solution designs.
Experience managing end-to-end onboarding or migration projects, including hardware provisioning and number porting.
Ability to manage competing priorities across multiple functions while maintaining documentation discipline and SLA commitments.
Exceptional verbal and written communication skills and comfort engaging customers, partners, sales teams, and senior leadership.
Ability to work independently in a remote environment while staying connected to an on-site team.
Experience with CRM and ticketing systems such as Zoho, Salesforce, or Zendesk.
Dedicated home workspace with reliable, business-grade internet suitable for voice, video, and remote support work.
Strong networking fundamentals, including TCP/IP, routing and switching, VLANs, DNS, DHCP, NAT, and QoS, with hands-on firewall and edge-device troubleshooting experience.
Ability to read and interpret packet captures and network diagnostics, and to capture evidence before remediation.
Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
At least 5 years of experience in technical support, sales engineering, or technical operations, including at least 3 years in a UCaaS, CCaaS, or VoIP environment.
Senior-level NetSapiens experience, including advanced troubleshooting, escalation management, and customer or partner onboarding.
Must be willing to participate in on-call rotations and work after hours as needed.
Must be at least 21 years of age and have a valid driver’s license and clean driving record.
Must be able to lift up to 25 pounds at times.

Nice To Haves

Familiarity with ITIL/ITSM concepts.
Experience with managed network and SD-WAN platforms such as Peplink InControl, UniFi, FortiGate, SonicWall, or similar.
Experience training or mentoring technicians and developing SOPs or technical documentation.
Experience supporting partner or channel programs.
Familiarity with additional platforms such as Avaya, Cisco, 3CX, or Microsoft Teams.

Responsibilities

Resolve complex and escalated cases across OneCloud UCaaS and CCaaS products, including call routing, SIP signaling, device registration, call quality, and NetSapiens platform configuration.
Provide senior escalation support to Level I and Level II technicians by reviewing case notes and advising on next steps and root cause.
Follow the APEC process on every case, capturing diagnostic state before remediation and completing root cause analysis.
Own assigned tickets through resolution in accordance with SLA/SLO standards, the Priority Matrix SOP, and the Support Ticket Workflow SOP.
Prepare documented vendor escalations and record vendor ticket references in OneCloud tickets.
Assess customer network readiness before sales and installations, document network baselines, and identify risks before go-live.
Assist with positioning, deploying, and supporting managed network solutions such as Peplink and UniFi.
Deliver OneCloud product demonstrations with Sales Engineering and support discovery, solution design, and technical scoping during the sales cycle.
Ensure technical handoffs from sales to implementation document commitments and deliverables.
Plan and execute remote installations, provisioning, and migrations, including PBX configuration, call-flow build-out, hardware provisioning, and number-porting coordination.
Test inbound and outbound calling, routing, voicemail, fax, and mobile functionality before customer sign-off.
Produce configuration documentation at handoff to establish customer configuration baselines and fault boundaries.
Support Calldacity technical development, including partner onboarding, branding configuration, and deployment validation.
Train and guide partners on NetSapiens platform administration and contribute to partner-facing documentation and onboarding processes.
Create and maintain internal and customer-facing knowledge-base articles based on resolved cases and recurring questions.
Contribute to SOP development and standardization across support, onboarding, migration, and escalation workflows.
Mentor and train technicians in advanced NetSapiens, call routing, and troubleshooting workflows.
Communicate workload, competing requests, and emerging trends proactively to the Operations Manager.
Perform other duties as assigned by leadership.