Lead Technical Support Engineer
About the role
This role is designed for an experienced technical support professional who thrives on solving complex customer challenges and driving operational excellence. You will act as a senior technical resource, owning critical escalations and partnering with engineering teams to improve product reliability. The position combines advanced troubleshooting, customer engagement, mentorship, and process improvement in a fast-paced technology environment. You will work across cloud communications, APIs, networking, and real-time voice technologies to resolve high-impact issues. Beyond technical problem-solving, you will help shape support strategy through documentation, knowledge sharing, and continuous improvement initiatives. This is an opportunity to influence customer success while helping build stronger technical capabilities across a global support organization.
Accountabilities
The Lead Technical Support Engineer will serve as a key technical leader within the support organization, managing complex customer issues, improving support operations, and enabling teams to deliver exceptional customer experiences.
- 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.
- Partner with carriers and service providers to resolve routing issues, number provisioning challenges, SIP trunking concerns, and voice quality problems.
- Use diagnostic tools such as PCAP analysis, HAR captures, traceroutes, and browser debugging tools to investigate real-time communication issues.
- Collaborate with Engineering teams to reproduce defects, validate solutions, prioritize fixes, and communicate technical findings.
- Provide technical leadership during customer meetings, incident response activities, and post-incident reviews.
- Mentor and coach support engineers through knowledge sharing, case reviews, and technical guidance.
- Identify recurring support trends and recommend improvements to product stability, internal tools, and operational workflows.
- Create and maintain technical documentation, troubleshooting guides, runbooks, and knowledge base resources.
- Drive initiatives that improve support efficiency, reduce customer impact, and strengthen team capabilities.
- Support onboarding, training, and development programs for new technical support team members.
Requirements
The ideal candidate is a technically skilled and customer-focused professional with strong troubleshooting expertise, excellent communication abilities, and experience supporting complex technology products.
- 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.
- Professional, customer-focused mindset with a commitment to delivering high-quality support.
- Positive attitude, curiosity, adaptability, and willingness to continuously learn.
- Ability to work flexible hours when required.
- College degree or equivalent professional experience.
Benefits
- Competitive OTE compensation range of $60,132 - $109,990 USD.
- Potential eligibility for additional incentives, including equity opportunities and short-term bonus or commission programs depending on role level.
- Comprehensive medical, dental, vision, life, and disability insurance coverage.
- Employee Assistance Program (EAP) supporting personal and professional well-being.
- 401(k) retirement savings plan.
- Flexible paid time off program for eligible employees.
- 14 paid holidays annually.
- Paid sick leave benefits.
- Remote work environment with flexibility and autonomy.
- Opportunity to work on innovative customer experience technology and contribute to meaningful product improvements.
- Career growth opportunities through mentorship, collaboration, and continuous learning.