Technical Support Engineer

About the role

We are looking for a hands-on, technically capable Technical Support Engineer (VoIP) based in the United States to support our expanding customer base and ensure exceptional service delivery for major pilot programs and full-scale rollouts.

Responsibilities

• Support pre-sales and post-sales technical implementation for pilot and full deployments across US retail stores.
• Aid with VoIP system configuration and DECT network setup across the Wildix / x-hoppers stack.
• Collaborate with project delivery and engineering teams on technical validation and remote diagnostics.
• Perform structured network checks, assess PoE and internet readiness, and help onboard new locations.
• Provide technical support to customers and internal teams via ticketing, email, and real-time communication platforms.
• Liaise with third-party installation partners and help ensure quality standards are met.
• Document recurring issues and contribute to internal support and training materials.
• Support remote access configuration and ensure systems are online and monitorable.
• Occasionally travel for site visits during pilot rollouts and escalated support cases.

Requirements

• 7+ years of experience in VoIP or UCaaS technical support, preferably in customer-facing roles.
• Deep understanding of IP networking, including subnets, NAT, port forwarding, PoE switches, and firewalls.
• Experience with DECT systems, SIP provisioning, and hardware diagnostics.
• Strong troubleshooting mindset with the ability to resolve issues quickly and independently.
• Clear communication with both technical and non-technical audiences.
• Self-starter attitude with comfort working remotely and managing multiple deployments.
• Willingness to travel regionally in the US for installations, training, and escalations, up to 20%.

Bonus points if

• Experience supporting UCaaS systems.
• Experience with remote networking tools.
• Familiarity with headset hardware, DECT planning, and site surveys.
• Experience in retail technology deployment or managed services.
• Experience delivering training or documentation for internal or external users.

Why you’ll love it here

• Make an Impact on the Future of Retail – Join a team revolutionizing the way stores operate through cutting-edge communication technology.
• Build a Brand, Leave a Legacy – This isn’t just a job; it’s a chance to shape the voice, culture, and story of a rising star in retail tech.
• Work with a High-Performing Team – We believe in trust, autonomy, and working with passionate professionals who drive real impact.
• A Truly International Workplace – Our diverse and inclusive team ensures you’ll always feel connected and supported, no matter where you are.
• Startup Energy, Solid Foundation – We move like a startup, but with the backing of a profitable global leader—so you get the best of both worlds: agility and stability.

What we offer

• Recharge & Reset – We offer generous time off because we know that the best work happens when you’ve had the space to relax and come back inspired.
• The Best Tools for the Job – Love Mac? So do we. We’ll equip you with top-tier tech to ensure you have everything you need to succeed.
• Grow Your Career – With access to specialized programs and industry events, we’re committed to keeping you at the very top of your game.
• Comprehensive Well-being – Your health is a priority. We provide Major Medical, Dental, Vision, and Life Insurance, alongside Disability and AD&D coverage.
• Plan for the Future – Our 401(k) retirement plan helps you stay focused on your long-term financial goals while you build your legacy with us.
• Compensation – The total compensation for this role is between $70K and $80K gross per year of base salary. The final offer will fall within this range, and reflects the candidate’s skills, experience, and work location.