3rd Line Support Engineer (remote)

SALARY: Commensurate with experience

LOCATION: Remote-first
EMPLOYMENT BASIS: Full time

ABOUT US
 There will always be something interesting for you to do. We’re an award-winning hyper-scale
B2B SaaS business – 750x growth in monthly revenues over the last two years, still growing at 10%+
month-on-month.
 You’ll be part of a fast-changing industry that is shaping how we work in the post-pandemic
world. We’re working at the cutting edge of the converged/unified communications, collaboration and
telecommunications industries.
 Our ambition isn’t limited by geography yours doesn’t need to be either. We’re global – we work
with 300 partners to serve end-users in over 100 countries.
 You’ll be part of a remote-first global team. We’re remote first, all work from home and follow a
philosophy of “sometimes life gets in the way of work, and sometimes work gets in the way of life”.
So ditch the commute and work more flexibly.
 You’ll have some amazing people around you. Serial entrepreneurs, technical experts, industry
gurus– you’ll have a great team around you.

We are a global unified communications company specializing in mediation between voice and IT
infrastructure. Recently described by a NYSE analyst as ‘the defacto way to voice-enable Microsoft Teams’ we
punch well above our weight.

Our core product is Xxxxxxx – a Microsoft approved middleware product that seamlessly connects any business
phone system or SIP Trunk provider to Microsoft Teams. Xxxxxxx is a cloud-native, enterprise-grade and high-
availability mediation platform that operates multi-tenant infrastructure in 4 continents across 12 Azure regions.
We work with multiple Microsoft approved cloud-based SBC vendors and have interoperability with over 30
PBX/Call controllers and over 30 trunk providers. The product is sold on a per user, per month SaaS basis and
is sold only through channel partners. We have over 275 channel partners, including providing a private-
labelled service to most of the world’s biggest UCaaS and CCaaS providers.

We recently launched a second product, Xxxxx – a cloud service technology that bridges between Service
Providers (telco operators and carriers) and Microsoft Teams. Partnering with Ribbon Communications, we are
one of only a handful of approved Microsoft Operator Connect Accelerator partners. This product is in early
life but promises to be as innovative and class-leading as Xxxxxxx. This is your chance to join us at the
beginning of this exciting journey.

We were founded in the UK in 2017 and have recently joined the XXXXX group. The business has seen hyper-
growth in the last two years and has a product roadmap that will see this high growth continue. We are a fully
remote team with employees in the UK, Europe and the US.

We are a tight-knit team determined to build great products. If all this resonates with you, then we’d love to
hear from you.
THE ROLE
As a 3rd line engineer you will have a key role in the business; ensuring that we provide support to our Partners
when they raise an issue to us with the aim to resolving their issue as quickly as possible. We maintain cloud
based services and use a variety of SBC providers. You will be able to make the right calls on the priority and
urgency on all issues to ensure the updates and progression is aligned to the Partner expectations.

You will:

You will be responsible for analysing and providing resolutions for incident tickets raised by our Partners after
they have been triaged and validated by the 1st and 2nd line teams. You will also be expected to strive for
continuous improvement, by upskilling the 1st and 2nd line teams through knowledge sharing sessions and
improving our documentation. In the event you cannot provide resolution actions you will liaise with the 4 th line
and Platform teams for resolution. You can also expect to own internal support processes such as incident
capture templates, restoration decision trees or how to log a bug.

Key activities include:

 3rd line customer support

o Diagnosing problems.
o Identification and the recording of solutions and workarounds.
o Resolving issues within our control.
o Manage and escalate operations Issues.
o Proactively drive operational best practices and Improvements.
o Working directly with partners to assist in resolving issues within their control.
 Working with other members of the Support and Engineering teams to ensure continuous
improvement culture is maintained, including
o Creation and management of bugs.
o Coaching/technical knowledge sharing.
o Creating and reviewing Knowledge base articles.
 Coordinating customer communications in the event of a critical incident.
 Collaborate closely with other teams to prioritise and scope improvements to the core product
that would reduce support tickets.

Skills and experiences that will help you succeed:

Our platform sits between Microsoft Teams and existing telephony infrastructure. We have interop
with 30+ PBX/call controllers and 30+ trunk providers and so extensive SIP knowledge is an
advantage, as is experience with Microsoft Teams and multiple PBX/call controller vendors (we’re
not looking for someone that’s only had experience with one vendor).

 Excellent understanding of outstanding user experiences in providing support to Partners.

 Expertise in VOIP protocols including SIP, RTP, UDP, TCP, TLS.
 Use of tools like Wireshark and HOMER to analyse traffic.
 Ideally, experience In Microsoft Teams, and direct routing, if not we will provide training.
 Ideally, you’ll already have experience in the UCaaS industry.
 Strong verbal and written communication skills – ability to work in English is a must if
English isn’t your native language.

Qualities and behaviours we’re looking for

 A strong desire to get stuff done with a ruthless fixation on delivery.

 Actively seeking to improve existing solutions or find new ones.

 Owning making stuff happen - looking in the mirror, not out the window, when it comes to identifying
someone to take responsibility and get stuff done.

 Paying attention to the detail. Given that our partners and their end-users rely on Xxxxxxx for business-
critical voice-calling, we’re pedantic about the quality of the work we do.

 Being unafraid of acknowledging when you need help.

 Accomplished at asking the right questions and communicating clearly in written and verbal form.

 Preference for working in a fast-moving, constantly changing environment.

 Love for, and curiosity about, new technologies and methodologies and how they shape the world.

 Experience of working in a startup or scale-up with an understanding that everyone needs to roll their
sleeves up and get involved.