Sr. Technical Support Engineer
About Intermedia Are you looking for a company where YOUR VOICE is heard? Where you can MAKE A DIFFERENCE ? Do you THRIVE in a FAST-PACED work environment? Do you wake every morning EXCITED to work with GREAT PEOPLE and create SUCCESS TOGETHER ? Then Intermedia is the place for you. Intermedia has established itself as a leading provider of cloud communications and collaboration tech that allows companies to connect better. We have a strong track record of growth, profitability, and creating an environment where everyone matters. Everyone. While we are fast-paced and admittedly a bit intense, we promise that you won’t be bored. You will find Intermedia is a place where you can indulge your passion for creating and supporting great cloud technology. What’s more, we always look to promote from within and have many employees who have been with us 10, 15, and 20+ years! Culture at Intermedia is built on teamwork and transparency. We hold each other accountable and always have each other’s back! Are you ready to make your mark? About The Role: Sr. Technical Support Engineer work very closely with voice network engineering and development teams to identify and resolve issues with Intermedia’s voice platform. They also create and manage support tickets at a NOC level with Intermedia’s carrier partners and wholesale/high volume voice accounts. The ideal candidate would function effectively within a small team and is also capable of self managing. Intermedia strives to provide our customers with a Worry Free Experience™. We are looking for full-time Sr. Technical Support Engineer who is reliable, analytical and team oriented. Applicants must enjoy taking on complex issues and championing their resolution through various channels (network engineering, development, management etc.). What you will be doing: 40 hours on direct phone queue related issues with wholesale customers and SIP carriers – this includes logged in and in an incoming call state for 40 hours every week (exceptions only as approved by direct manager or Support Director). Must obtain required certifications and training for role and assigned queues. Answer phone calls, respond to emails and respond to internal escalations. Diagnose and fix problems encountered with Intermedia voice products or escalate to appropriate internal or external parties. Maintain and improve policies, procedures and knowledge base and wiki articles. Actively pass knowledge to co-workers at every opportunity. Communicate with wholesale customers and SIP carrier NOCs to resolve technical problems. Work as defined (in advance) by Support management on specific projects with system engineers and developers when troubleshooting problems and implementing fixes and workarounds. Prepare outage and incident reports for the Intermedia production and back office systems. Monitor and respond to production systems issues and fraudulent activity. Act as a technical leader/resource to other internal teams. Adhere to defined SLA requirements. Must be willing to work on an on-call support rotation. What you will bring to the role: Bachelor’s degree (B.S.) from four-year College or university; or four years related experience and/or training; or equivalent combination of education and experience Possess a positive, team oriented attitude. Must have current and active SSVVP + SSCA certs (or equivalent as defined by Support management) to be eligible to apply. Demonstrated ability to understand competing priorities and ability to make competent decisions. Solid working knowledge of IP telephony. Attempting to understand what a new or unknown log format means. “Stare at logs until they make sense” is a common but meaningful joke within the team. Experience or willingness to learn how to navigate a Linux environment. Possess a working knowledge of the SIP protocol and a familiarity with Wireshark. Ability to communicate effectively with employees and customers. Must enjoy taking on challenging problems. Ability to pass along knowledge and improve support processes. Diversity, Inclusion, and Equal Opportunity We hire, promote, and compensate employees based on their ability to perform their job responsibilities, without regard to race, color, creed, religion, sex, gender, marital status, national origin, ancestry, age, citizenship, physical or mental disability, sexual orientation, or any other basis protected by applicable law (collectively referred to in our Code of Conduct as “Protected Classes”). We do not tolerate employment discrimination in the workplace, and we are committed to making reasonable accommodations for identified disabilities or other limitations as required by all applicable laws. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.