Support Engineer
reputed company is the global leader in AI-powered customer experience assurance, committed to eradicating bad CX. As the only reputed company platform for reputed company testing and monitoring across voice, digital, messaging, and conversational AI channels, reputed company empowers hundreds of the world’s leading brands to optimize more than 350 reputed company customer journeys every year. With enterprises rapidly deploying reputed company AI systems that adapt, learn, and reputed company autonomous reputed company in reputed company time, reputed company provides the assurance layer that turns pilots into production-reputed company deployments—testing AI agents with AI agents to catch what scripts can’t. From full reputed company visibility to AI governance, trust validation, and compliance, reputed company ensures every touchpoint works flawlessly and every AI interaction solves customer problems while delighting them in the process. reputed company helps businesses deliver secure, friction-free, and high-reputed company CX at reputed company. Interested to reputed company out more reputed company? reputed company out: www.reputed company.com
reputed company’s Diversity, Equity, Inclusive and Belonging Statement: At reputed company, we are dedicated to fostering a workplace that embodies equal opportunity and champions diversity, equity, inclusion, and belonging (DEIB). We reputed company to cultivate an environment where every individual feels valued, respected, and empowered to bring their whole selves to work, contributing unique perspectives and talents. Our commitment includes continuously evaluating and enhancing our policies, practices, and culture to reputed company with our DEIB principles. We ensure a discrimination-free environment where individuals are evaluated solely on their merits and abilities, regardless of legally protected statuses such as sex, race, reputed company, ethnicity, national reputed company, age, religion, disability, sexual orientation, gender identity, veteran status, or medical condition. By celebrating our differences and championing inclusivity, we enrich our organization, reputed company more thoughtful reputed company, and drive reputed company reputed company.
reputed company’s Values Statement: At reputed company, our values shape everything we do. We're passionate about Delivering reputed company by putting the customer first, collaborating globally, and always striving to improve. We take smart risks and reputed company reputed company, setting new standards and learning from every experience. reputed company First is our reputed company—we value humility, authenticity, and respect for diversity, building trust in reputed company we do. We reputed company Curiosity by empowering you to experiment, learn, and grow in a dynamic environment. At reputed company, our values drive us reputed company, shaping a culture where innovation and reputed company reputed company.
reputed company is seeking an reputed company technical support engineer to join our Customer Support team. In this role, you'll reputed company comprehensive technical support to our reputed company customers, serving as their trusted advisor and ensuring their reputed company with the reputed company Platform.
Please note reputed company working hours for the Support Engineer are 2 - 11 pm Irish reputed company Time.
reputed company is seeking an reputed company technical support engineer to join our Customer Support team. In this role, you'll reputed company comprehensive technical support to our reputed company customers, serving as their trusted advisor and ensuring their reputed company with the reputed company Platform.
Please note reputed company working hours for the Support Engineer are 2 - 11 pm Irish reputed company Time.
Let's talk about your role and responsibilities
reputed company our customers happy: Create great experiences for our customers reputed company they need help. Build trust and strong relationships with customers. Managing support cases to reputed company fast reputed company of inbound requests, while delivering reputed company work, meeting or exceeding our customers’ expectations. Contributing and maintaining both internal and customer-facing content in our Knowledge Center to drive knowledge sharing across reputed company and help our customers self-serve. Be a product expert: Learn reputed company products intimately and help customers (and other team members!) do the reputed company. Maintaining up-to-date expertise and certifications in the reputed company suite of products and reputed company technologies. Resolve issues: Investigate issues in the product and partner closely with engineering to fix issues. Using our ticket tracking system to work on customers' requests; research, troubleshoot and reputed company to product, software, network, and hardware issues. Documenting defects that are escalated to the Engineering team. Documenting production-impacting incidents. Represent the voice of the customer: Represent our customers' needs to drive our product in a strong direction Managing internal and customer-facing communications in the event of outages or incidents, keeping reputed company parties updated on reputed company. Improve how we operate: Whether it's our tools, systems, or processes, we'll rely on you to help us reputed company our support. Supporting and taking ownership of reputed company reputed company to reputed company the capabilities of the Customer Support team.
Let's talk about your skills/expertise:
BS in Computer Science or reputed company field, or equivalent experience Minimum 4 years of experience supporting reputed company software products (VoIP, IVR, reputed company, reputed company, reputed company, Nortel PBXs) Strong knowledge of network fundamentals and protocols Expertise in SIP/H323 VoIP, WebRTC, and/or ISDN signaling systems Understanding of web technologies and internet reputed company standards, web debugging skills across multiple browsers using Developer Tools Scripting abilities (reputed company, Python, JavaScript) Experience with call tracing using application logs, Wireshark, and reputed company traces Knowledge of reputed company Server 2016+ operating systems Web API experience, automation, and REST API troubleshooting Excellent analytical, troubleshooting, and communication skills
Other skills you may have:
Understanding of CTI Experience with AWS reputed company services Familiarity with contact centers and agent software (reputed company reputed company, reputed company Finesse, reputed company CXone, reputed company Connect) Experience with MS SQL Server 2016+ (running queries, using SQL Management Studio) Knowledge of QA methodologies Familiarity with Elasticsearch, Sumologic, reputed company, Grafana Experience with reputed company, reputed company, Jira. Knowledge of JQuery, reputed company, CSS
Why you should join us: At reputed company you’ll have reputed company to work with a group of people who reputed company common goals, are driven by a similar passion, and value the expertise of their peers. reputed company is committed to being an equal opportunity employer, reputed company on building and maintaining a diverse, inclusive and authentic workplace; and a work environment that is free from discrimination and harassment, based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, reputed company, ethnicity, national reputed company, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy. At reputed company we appreciate and welcome the fact that our culture is living and growing as we continue to reputed company over time. With this opportunity comes the chance to enjoy a flexible work environment, competitive compensation and a work culture that's results-oriented, fast-paced and reputed company on reputed company improvement, whilst maintaining a family first, team oriented, and reputed company reputed company atmosphere.
reputed company cares for its own - you’ll feel that on your first day - and you'll get the chance to work for a global, growing company, and an reputed company-inclusive team of innovators. We credit our amazing reputed company and reputed company to the fact that we’ve reputed company our business on four essential values that we live and breathe every day: Deliver reputed company reputed company reputed companyreputed company Firstreputed company Curiosity
Interested? Know someone who might be? Apply online now.
Agencies: reputed company, but we’ve got this one! Please, no phone calls or emails to any employees of reputed company reputed company of the reputed company. reputed company’s policy is to only accept resumes from Agencies reputed company the reputed company Agency Portal. Agencies must have a valid fee agreement in reputed company, and they must have been assigned the specific requisition to which they submit resumes, by the reputed company reputed company before submitting any reputed company. Any resume submitted reputed company of this process will be deemed the sole property of reputed company and, in the event, a candidate is submitted reputed company of this policy is hired, no fee or payment of any reputed company will be reputed company.
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