Senior Technical Support Engineer

Responsibilities

• Manage carrier escalations, trouble tickets, and interoperability issues across telecommunications networks.
• Monitor network performance, conduct DID probes and test calls, and proactively identify potential issues.
• Support customers with basic product questions and complex technical troubleshooting.
• Diagnose and resolve technical issues, escalate bugs, and partner cross-functionally to drive timely resolution.
• Maintain and exceed established service levels and productivity standards.
• Collaborate with Sales, Engineering, and Product teams to improve the customer experience.
• Identify opportunities to enhance support processes, educate users, and scale the support model.

Requirements

• 3+ years of experience in customer support within telecom, carrier, or VoIP environments.
• Strong understanding of LAN/WAN networking and cloud-based technologies.
• Experience with VoIP, SIP environments, and desk phone provisioning.
• Solid troubleshooting and problem-solving skills for complex technical issues.
• Strong written and verbal communication skills.
• Self-starter mindset, strong ownership, and a team-oriented approach.
• Familiarity with contact center IVR workflows and third-party CRM integrations.
• Knowledge of telecommunications carrier networks and interoperability.
• Familiarity with communication platforms and mobile networks.
• Experience with ticketing systems such as Zendesk or Jira.
• SIP messaging and Wireshark experience.
• Understanding of enterprise IT environments and security requirements.

Compensation

• Ontario, Canada base salary range: $66,500–$74,750 CAD.
• Compensation reflects base salary only and excludes bonus, equity, and benefits.
• Benefits include competitive perks, AI tools, training, and growth opportunities.