Senior Technical Support Engineer - Telephony

About Our Client:This organization operates in the customer experience automation industry, focusing on redefining interactions between leading brands and their customers through AI. It addresses challenges in contact center solutions by providing AI-driven tools that enhance empathy, trust, and transparency in customer interactions. The company has been recognized as a leader in the Contact Center as a Service (CCaaS) market segment, with notable awards and a significant presence on industry rankings like the Gartner Magic Quadrant and Forbes Cloud 100. About the Opportunity:The SENIOR TECHNICAL SUPPORT ENGINEER - TELEPHONY role is designed to provide expert technical support and strategic consulting to clients, ensuring complex issues are resolved effectively. This position serves as a crucial link between customers and internal teams, driving improvements in support processes and contributing to product and engineering decisions through customer advocacy. The role impacts client satisfaction and operational efficiency by developing tools and optimizing workflows. Responsibilities:Lead advanced troubleshooting for complex technical issues.Manage escalations from Tier 1 and Client Services teams.Serve as primary technical contact for partner and user developers.Develop internal tools and scripts to automate repetitive tasks.Identify and implement process improvements under pressure.Collect and communicate customer feedback to product and engineering.Consult with client leadership to resolve obstacles and establish best practices.Monitor project progress and develop risk mitigation strategies.Conduct demonstrations of new and enhanced features. Requirements:2 to 4 years of experience in SaaS customer support or IT project management.Fluent in English with strong communication skills for diverse stakeholders.Background in SIP and telephony technologies.Excellent time management and prioritization abilities.Proactive problem-solving and collaborative mindset.Customer-focused with a high level of care and professionalism. Pay Range and Compensation Package:Pay range (OTE): $49,504 to $91,520.Eligibility for long-term incentives such as equity and short-term incentives including bonus or commission, depending on role and level. Benefits & Perks:Medical, dental, vision, life, and disability insurance.Employee Assistance Program.401(k) retirement plan.Uncapped or accrual-based paid time off programs.Fourteen paid holidays annually. Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. Note:RemoteHunter is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.