Technical Support Engineer - USA, Remote

Wildix

3d•Remote

About The Position

We are looking for a hands-on, technically capable Technical Support Engineer (VoIP) based in the United States to support our expanding customer base and ensure exceptional service delivery for major pilot programs and full-scale rollouts. You will support installations, troubleshoot voice and networking issues, configure hardware remotely and on-site, and act as a technical point of contact for delivery partners and customers. This role mirrors the work done by our existing UK Technical Engineer and will be instrumental as we scale retail deployments across North America.

Requirements

7+ years of experience in VoIP or UCaaS technical support, preferably in customer-facing roles.
Deep understanding of IP networking, including subnets, NAT, port forwarding, PoE switches, and firewalls.
Experience with DECT systems, SIP provisioning, and hardware diagnostics.
Strong troubleshooting mindset with the ability to resolve issues quickly and independently.
Clear communication with both technical and non-technical audiences.
Self-starter attitude with comfort working remotely and managing multiple deployments.
Willingness to travel regionally in the US for installations, training, and escalations, up to 20%.

Nice To Haves

Experience supporting UCaaS systems.
Experience with remote networking tools.
Familiarity with headset hardware, DECT planning, and site surveys.
Experience in retail technology deployment or managed services.
Experience delivering training or documentation for internal or external users.

Responsibilities

Support pre-sales and post-sales technical implementation for pilot and full deployments across US retail stores.
Assist with VoIP system configuration and DECT network setup across the Wildix / x-hoppers stack.
Collaborate with project delivery and engineering teams on technical validation and remote diagnostics.
Perform structured network checks, assess PoE and internet readiness, and help onboard new locations.
Provide technical support to customers and internal teams via ticketing, email, and real-time communication platforms.
Liaise with third-party installation partners and help ensure quality standards are met.
Document recurring issues and contribute to internal support and training materials.
Support remote access configuration and ensure systems are online and monitorable.
Travel occasionally for site visits during pilot rollouts and escalated support cases.