Escalation Engineer

Customer Technical Escalation Engineer

Our client is a Vancouver-based technology company that delivers a world-class voice network that is shaking up how the world looks at business telecom and creating an experience that their clients love to use! They offer globally distributed software that is relied on as mission-critical for their clients. As they grow, they are looking for an experienced Escalation Engineer to join their dynamic team!

Responsibilities:

• Owns, develops, and maintains break-fix triage and trouble escalation processes at every level
• Owns and co-develops internal staff and knowledge training regimen, agenda, schedule with a focus on break-fix triage and trouble isolation
• Proactively engages in elevated situations that are impacting or will potentially impact the Enterprise level customers
• “Core-to Endpoint Expertise” - Resource is the ultimate point of resolution for core network, data center, SIP, and network carriers (ISPs) and customer edge and endpoint related issues and escalations
• Ability to coach and mentor to top-tier Customer Technical Support and down
• Reports directly to the head of Engineering to provide a direct path of escalation as it pertains to the core platform, application, network and customer-facing triage and trouble isolation

Qualifications:

• Bachelor’s degree in Engineering, Computer Science or similar field or equivalent experience
• 5+ years of experience in a large enterprise and/or UCaaS provider in the enterprise customer space
• Extensive working experience and prior ownership in network and carrier operations and trouble escalations
• Strong SIP application and protocol troubleshooting skills with escalation experience in contextual production VoIP environments
• Proficiency with scripting and dev-ops related platforms and tools
• Strong problem-solving skills and excellent communication and collaboration skills
• Working experience with 2600Hz and Kazoo considered an asset

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