Technical Support Engineer

* Communicate any technical issues to the customer* Serve as the client contract expert for the purpose of spotting tickets that are out of the normal scope and require further account management action* Monitor incident trends and anticipate potential problems for proactive resolution* Participate in an on-call rotation* Meet weekly measured goals and metrics (SLT, Utilization and documentation)* Understanding of SIP, WebRTC, VoIP, PCap analysis, troubleshooting call quality, media gateways, and SBC devices* Ability to understand complex network topologies, NAT traversal, Firewalls, Information Security, troubleshoot packet loss and delay, jitter, CODECs* You need to be comfortable working in a fast-paced team environment. We operate under pressure and have to hit strict timelines to be successful.* Proficiency in troubleshooting complex systems* Excellent communication skills, both written and verbal* Exceptional interpersonal skills, with a focus on rapport-building, listening and q...