Lead Technical Support Engineer
New
J
JobgetherCloud Communications
Based in United StatesFull-TimeLead
Salary$60,132 - $109,990 USD
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Job Details
- Languages
- English
- Required Skills
- WebRTCRESTful APIsNetworkingCustomer support
Requirements
- Fluent in English with strong written and verbal communication skills.
- Previous experience in a client-facing technical support or customer engineering role within a product-focused technology environment.
- Strong problem-solving, analytical thinking, and decision-making skills with the ability to simplify complex technical concepts.
- Hands-on experience troubleshooting cloud communications, VoIP technologies, SIP, WebRTC, networking, APIs, and related infrastructure.
- Experience analyzing SIP call flows, signaling, media paths, carrier traces, and connectivity issues.
- Familiarity with technical diagnostic tools such as PCAP analysis, HAR captures, network tracing, and browser debugging.
- Ability to manage high-impact incidents while maintaining clear communication with customers and internal stakeholders.
- Strong collaboration skills with Engineering, Product, Customer Success, Sales, and Professional Services teams.
- Proven ability to mentor junior team members and contribute to team development.
- Excellent organizational skills with the ability to manage multiple priorities in a dynamic environment.
- Ability to work flexible hours when required.
- College degree or equivalent professional experience.
Responsibilities
- Lead the investigation and resolution of advanced technical issues escalated from Tier 1 and Tier 2 support teams.
- Own high-priority customer escalations by coordinating technical efforts across Engineering, Product, Infrastructure, and external partners.
- Perform advanced troubleshooting using logs, network traces, APIs, databases, platform diagnostics, and other technical tools to identify root causes.
- Troubleshoot complex cloud telephony and VoIP environments, including SIP, WebRTC, PSTN, BYOC, SBC, call routing, IVRs, DTMF, call transfers, and recording issues.
- Analyze SIP signaling, media flows, carrier traces, and network behavior to isolate failures across customer environments and telecommunications providers.
- Collaborate with Engineering teams to reproduce defects, validate solutions, prioritize fixes, and communicate technical findings.
- Mentor and coach support engineers through knowledge sharing, case reviews, and technical guidance.
- Create and maintain technical documentation, troubleshooting guides, runbooks, and knowledge base resources.
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