Senior Technical Support Engineer

Tier 2 — Technical Support Engineer

Job Description

Additional CSR Qualifications / Requirements / Waivers

Tier 2 — Technical Support Engineer:

• Proficient in Networking (Layer 2 & 3 topology, networking hardware, cabling, WAPs, routing protocols)
• Proficient in VoIP technologies (QoS, SIP Flow, Codec Negotiations, RTP, DTMF, SIP traces)
• Strong communication skills and a customer-first attitude
• High attention to detail with the ability to manage multiple complex cases simultaneously
• Ability to:
• Independently develop solutions to complex technical, process, and systems problems
• Thrive in a fast-paced, high-pressure environment
• Perform advanced root cause analysis and drive issues to resolution
• CCNA, Network+, or equivalent networking certification preferred

Job Description

Why this role matters To customers, Tier 2 Technical Support Engineers are the escalation backbone of our support organization. When Tier 1 specialists encounter issues beyond initial troubleshooting, our Tier 2 engineers’ step in to own the resolution. We go deeper — into SIP traces, network captures, platform configurations, and engineering-level diagnostics — to deliver the answers our customers and teammates need. The Technical Support Engineer is a mid-level, high-impact position requiring strong technical aptitude and independent problem-solving.

IF THIS SOUNDS LIKE YOU, CONTINUE READING BELOW…….

What you will do

• Serve as the primary escalation point for Tier 1 Technical Support Specialists, receiving and owning complex cases that require advanced technical investigation.
• Perform in-depth troubleshooting on call quality, call completion, SIP registration, call flow builds, features, and network-related issues across the platform.
• Analyze SIP traces, packet captures (PCAPs), and platform logs to diagnose and resolve voice and network issues.
• Independently resolve complex issues and collaborate with Tier 3 engineers, Voice Engineering, and Advanced Operations Support (AOS) on issues requiring escalated technical expertise.
• Manage and drive cases to resolution, ensuring timely updates to customers and adherence to SLA commitments.
• Follow up with customers and Tier 1 agents to confirm resolution and ensure a high level of satisfaction.
• Document customer issues, troubleshooting steps, and resolutions thoroughly within the ticketing system.
• Identify trends, recurring issues, and systemic problems; escalate patterns to management and Tier 3 for root cause analysis.
• Contribute to the development of internal knowledge base articles (IKBs) and training materials for Tier 1 upskilling.
• Participate in on-call rotation for after-hours and weekend support coverage.
• Mentor and coach Tier 1 team members on advanced troubleshooting methodologies and platform knowledge.

What you will bring

• Proficient knowledge of Networking (Layer 2 & 3 topology, networking hardware, cabling, WAPs, routing protocols such as OSPF/BGP).
• Strong working knowledge of VoIP technologies (QoS, SIP Flow, Codec Negotiations, RTP, DTMF, PCAP analysis).
• Experience troubleshooting within an IP/VoIP environment, including SIP registration, call routing, and call quality diagnostics.
• Familiarity with the Broad Works/BroadSoft hosted voice platform.
• Strong communication skills — both written and verbal — with the ability to manage difficult customer conversations professionally.
• Highly detail-oriented with strong analytical and problem-solving skills.
• Ability to:
• Manage multiple complex escalations simultaneously while maintaining quality and accuracy.
• Work independently and collaboratively across teams.
• Mentor junior team members and share knowledge proactively.
• Thrive in a fast-paced, customer-facing environment with tight SLA requirements.

What is required for application?

Required

• 2+ years of experience in technical support or network engineering role.
• CCNA, Network+, or equivalent networking certification, or equivalent demonstrated experience.
• Hands-on experience with SIP, TCP/IP, VoIP, and LAN/WAN troubleshooting.

Preferred

• Associate's or Bachelor's degree in a technical field.
• Hands-on experience with Cisco and other networking equipment.
• Experience reading and interpreting SIP traces and PCAP files.
• Prior experience supporting enterprise-level customers in a tiered support model.