POSITION DETAILS:
LOCATION: Remote, in Portugal
DEPARTMENT: Technical Support
REPORTS TO: Manager, Technical Support II

POSITION SUMMARY:
We are seeking an experienced Technical Support Engineer (Senior) to join our team. In this role, you will be responsible for providing 2nd-level support for Broadvoice's CCaa S solution and helping define the best support for our customers.

YOUR DAY-TO-DAY:

• Drive the resolution of requests escalated to Tier 2.
• Support the 1st and 2nd tiers with complex telephone and contact center issues.
• Support Engineering, Product, and Business teams in creating the best experience for our customers.
• Drive the improvement of documentation, processes, and training to enhance the overall Support team's performance.
• Proactively identify and resolve blockers that make Support and Delivery Teams less agile.
• Help drive automation initiatives to create/improve internal tools/solutions.

WHAT YOU BRING TO THE TEAM:

• 3 or more years of relevant experience in 2nd line technical support in Telephony, preferably in Contact Center solutions.
• Ability to work independently on problem-solving.
• Passion to evolve in new areas of knowledge (CCaa S and UCaa S).
• Advanced Knowledge in Telephony, mainly SIP.
• Knowledge of WAN/LAN protocols (TCP,UDP).
• Experience in SQL, Postgres, or Redis.
• Solid understanding of APIs and front-end services.
• Cloud infrastructure knowledge, preferably in AWS.
• Solid Linux/Unix experience.
• Strong communication skills in Portuguese and English, both verbal and written.
• Team Player.
• Growth mentality.

WHY BROADVOICE: