Technical Support Engineer - USA, Remote

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 in 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.