Overview
At SecureCo, we're at the forefront of enterprise voice technology solutions, delivering mission-critical communication infrastructure to businesses worldwide. As a leading provider of VoIP and voice technology services, our mission is to ensure seamless, secure, and reliable communication for our enterprise clients. We are expanding our global reach and seeking talented professionals to join our distributed support team. If you're technically skilled, customer-focused, and passionate about solving complex voice technology challenges, we'd love to have you on board.
About The Role
As our Support Engineer (Voice Technology), you'll be the technical expert our enterprise partners and vendors rely on for Level 2 & 3 support with voice technology solutions. You will handle complex technical troubleshooting, perform configurations and implementations, and ensure our customers receive world-class technical support. You will work almost independently with minimal overlap with other teams, handling a manageable volume of complex technical issues.
You will need strong technical skills in VoIP/SIP telephony, excellent problem-solving abilities, and the confidence to work autonomously while collaborating effectively with global teams. The ability to quickly research new technologies and provide expert recommendations will be essential for success in this role. This position is suitable for someone with proven B2B enterprise support experience, deep knowledge of voice technology infrastructure, exceptional business-level English communication skills, and a passion for delivering technical excellence in an autonomous work environment.
Mission Statement
The primary mission of our Support Engineer is to provide high-quality Level 2 & 3 technical support that ensures our enterprise partners and customers' voice technology solutions operate seamlessly and reliably, while maintaining autonomy to resolve complex technical challenges.
Responsibilities

Perform Level 2 & 3 technical troubleshooting of complex customer issues and technical faults
Provide efficient customer support via Service Desk software, email, and phone communication
Execute configuration and implementation of customer solutions
Work autonomously with minimal overlap with other teams
Handle a manageable volume of complex technical issues (typically a few tickets per day)
Collaborate with enterprise vendors and partners when required
Produce and maintain technical documentation for knowledge bases
Ensure quality of implementation and technical deliverables
Provide subject matter expertise when needed
Maintain ongoing technical ownership and oversight of implemented solutions
Research new products and technologies to provide business recommendations

Position specifications

Full-time commitment and 8 hours per day
Availability during European office hours (approximately 8 to 10 AM start time)
Competitive salary package with a fixed salary with potential for additional benefits
Full employee status with complete payroll management and employment benefits
Paid annual leave and sick leave
Standard notice period as per employment contract

Requirements
About You:
Profile:
As our Support Engineer, you need to be a technically skilled, analytical, and customer-focused individual. You should be able to handle multiple complex technical issues, work autonomously when required, communicate effectively with diverse stakeholders, and consistently deliver high-quality technical solutions.
You should have extensive experience in B2B enterprise support environments and deep knowledge of voice technology infrastructure, particularly VoIP technologies. You should approach problems systematically and be comfortable working autonomously with minimal team overlap, ensuring solutions are thoroughly researched and optimized for long-term reliability while meeting immediate customer needs.
You must be highly autonomous and able to take complete ownership of technical issues from start to resolution. The ability to think critically while maintaining focus on customer satisfaction is key. You should have exceptional business-level English communication skills for interacting with enterprise vendors and partners. The ideal candidate thrives on solving complex technical challenges and delivering exceptional customer experiences through reliable voice technology solutions.
Key traits for this position:
Demonstrated technical problem-solving skills, attention to detail, and the ability to deliver solutions that meet immediate needs and long-term reliability. Manage time effectively, take initiative on technical issues, and work autonomously while maintaining service quality. Strong business-level English communication skills are essential for working with enterprise vendors and partners.
Key requirements

Minimum 4 years of experience in B2B enterprise level support with VoIP technologies
Proven experience supporting complex B2B infrastructure, network, and/or voice solutions with high availability requirements
Hands-on technical skills for analyzing and resolving complex problems
Experience with VoIP/SIP Telephony (Oracle SBC knowledge highly desirable)
Deep understanding of SIP Protocol and VoIP/SIP Architecture and Design
Bachelor's degree or equivalent tertiary qualification
Exceptional business-level English communication skills
Self-starter with proven ability to work autonomously with minimal team overlap
Team player motivated by achieving clearly stated stretch goals
Excellent time management and organizational skills
Diplomatic and persuasive communication style
Ability to quickly research new products and technologies
Mid to Senior level experience and expertise

Highly Beneficial Experience

FinTech environment experience
PCI (Payment Card Industry) standards and compliance knowledge
vSphere and VMware products
DNS and network technologies
Cloud-based products and services
Orchestration and automation (DevOps) exposure
Software engineering concepts understanding
Telecommunications domain experience

Benefits

Competitive annual salary with potential for additional benefits
Full employee status with comprehensive payroll management and employment benefits
Flexible work environment with remote work opportunities
European office hours (8 to 10 AM start time)
Professional development and continuous learning opportunities
Working with cutting-edge voice technology solutions
Autonomous work environment with minimal team overlap
Direct impact on customer success and business growth
Opportunity to work with enterprise-level clients and complex technical challenges
Career advancement opportunities within a growing technology company
The chance to be part of a team that's shaping the future of enterprise communications


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