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Technical Support Specialist L2 & L3

17 hours, 23 minutes ago
Pakistan
Full-time
Mid Level
Technical Support Engineer
DevOps and Infrastructure
AWS Azure Linux SQL
Apply Now
CodeForce

CodeForce

We specialize in custom software development, AI-driven solutions, and digital transformation to help companies stay ahead in the tech landscape

information technology & services
11-50
View All Jobs 5

Description

  • Provide second- and third-level technical support for SaaS and VoIP PBX products.
  • Investigate and resolve complex issues across cloud communication platforms.
  • Collaborate with engineering and development teams on escalated incidents.
  • Monitor system performance and troubleshoot network, software, and hardware issues.
  • Create and maintain incident reports, documentation, and knowledge base articles.
  • Assist customers with advanced configuration, integrations, and customizations.
  • Escalate issues appropriately and follow through to resolution.
  • Participate in an on-call rotation and respond to incidents in a timely manner.
  • Contribute to process improvements that improve support efficiency and customer experience.

Requirements

  • 3+ years of experience in Level 2 and Level 3 technical support roles, including SaaS or VoIP products.
  • Strong knowledge of VoIP technologies, SIP, PBX systems, cloud communications, and VoIP security and encryption protocols.
  • Experience troubleshooting network protocols, firewalls, and VPNs.
  • Proficiency in Windows and Linux server environments.
  • Familiarity with scripting or automation tools is beneficial.
  • Business-fluent verbal and written communication skills in English.
  • Experience with ticketing systems and customer support workflows.
  • Experience supporting international customers.
  • Certifications such as CCNA, CompTIA Network+, or similar are a plus.
  • Experience with cloud platforms such as AWS or Azure and API integrations.
  • Experience with database systems and SQL.

Interested in this position?

Apply directly on the company website

Apply Now

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