UCaaS Support Engineer

Cytracom•McKinney, TX

18d

About The Position

The UCaaS Support Engineer serves as a frontline technical expert for Cytracom’s UCaaS and VoIP platform, providing fast, accurate, customer-focused support to end-users and partners. The role helps drive customer retention, product adoption, and a positive customer experience by resolving issues efficiently and keeping communication services running smoothly. It is the first technical point of contact for customers and requires technical curiosity, accountability, and a customer-first mindset. The engineer troubleshoots VoIP, PBX, SIP, networking, platform, and hardware issues; supports customer onboarding and technical implementations; manages tickets and support queues; and collaborates with internal teams, third-party vendors, and carriers. The role also participates in an on-call rotation, contributes to documentation and product feedback, and meets defined performance metrics.

Requirements

Clear and effective communication skills.
Ability to thrive under pressure.
Creative, curious, and analytical thinking.
Problem-solving mindset.
Ability to work independently and manage oneself.
Ability to multitask effectively while staying organized.
Passion for technology and the work.
De-escalation skills.
Strong customer empathy and ability to tailor communication to the audience.
Self-discipline.
Ability to work as a team player.
Attention to detail.
Inquisitive nature.
Commitment to excellence.

Responsibilities

Provide technical support through clear troubleshooting, proactive communication, and efficient resolution of voice, networking, and platform-related issues.
Diagnose and resolve VoIP call-quality issues, including latency, jitter, packet loss, QoS, and SIP signaling.
Troubleshoot PBX configurations, call routing, device provisioning, and number management.
Support setup of IP phones, routers, and other networking equipment.
Assist with fax (Cfax) troubleshooting and integrations.
Work with third-party vendors and carriers to drive issue resolution when necessary.
Analyze logs, traces, and system behavior to determine root causes.
Manage Zendesk tickets, calls, and chats, prioritizing work and meeting SLAs.
Maintain high-quality case notes, technical documentation, and accurate records.
Own the support backlog and proactively escalate risks to SLA compliance.
Communicate technical concepts clearly to technical and non-technical customers, set expectations, and follow through until resolution.
Triage and escalate complex issues to T2/T3 teams, providing complete technical context during handoffs.
Participate in daily stand-ups and team collaboration sessions.
Contribute to knowledge-base improvements and documentation updates.
Participate in an on-call rotation and meet escalation SLAs.
Continuously expand product and integration knowledge.
Share customer trends and feedback with Product and Engineering.
Meet defined KPIs for resolution time, CSAT, ticket quality, and productivity.