Technical Support Engineer VoIP

Description

Job Summary: We are seeking a Senior Technical Support Engineer to co-lead the Voice Support area at Vozitel, responsible for resolving complex incidents and enhancing the team's technical capabilities, while working with demanding clients and ensuring the best possible experience. Key Highlights: 1. A strategic role to resolve high-complexity incidents 2. Opportunity to grow professionally within a dynamic organization 3. Working with clients from demanding and highly important sectors **About Everfield** Everfield acquires, builds, and grows European vertical and specialized software companies, providing them with the tools they need to leap to the next level. Our mission is to foster ambition, drive growth, and open opportunities for the European software ecosystem. The companies within the Everfield ecosystem follow a decentralized model, retaining their teams, brands, and offices while focusing on what they do best: developing products and supporting their customers. Everfield provides support in talent acquisition, human resources, and has a team of experts in developing and growing European B2B SaaS companies who advise on financial and operational matters. Founded in 2022, Everfield operates in over 10 countries and continues to grow. **About Vozitel** At Vozitel, we like doing things right — exactly as they should be done. We aim to showcase the best image of the companies we work for, through the experience we create with their users. We believe innovation is a method for continuous improvement and differentiated contribution. Our passion drives us to always go one step further. We help businesses improve their results and reduce costs through process automation and simplification of task management. We achieve this via our Contact Center management platform, incorporating the latest Artificial Intelligence technologies. In recent years, we have continued growing steadily, but aspire to become one of the leading references in the Contact Center as a Service (CCaaS) sector. We are looking for people who want to help us achieve this growth. **The Role** Our customers matter — deeply. We seek someone to strengthen and co-lead the Support area, responding to increasing workload volumes and improving the team’s technical capability and prioritization. You will serve as the team’s technical reference point: the person colleagues turn to when an incident is complex, when PBX configuration does not align, or when a rapid decision is needed on queue management. You will work with clients from demanding sectors — healthcare, insurance, banking, utilities — and play a key role in ensuring their experience with Vozitel is the best possible. **Responsibilities** The position is that of a Senior Technical Support Engineer, a strategic role within the Technical Support team, responsible not only for resolving high-complexity incidents but also for contributing to continuous service improvement and the team’s operational maturity. Specifically, in addition to the advanced responsibilities of the role, the engineer must be able to cover core area tasks as needed: * Provide customer support through standard channels: ticketing, phone, and email. * Manage virtual PBX resources and related diagnostic tools to identify incidents. * Configure required software on client computers, as well as telephony terminals and softphones. * Understand the general operation of the CRM tool (projects, campaigns, case files, etc.) to provide related support, coordinating with the internal consultant assigned to the client on advanced topics. * Maintain thorough oversight of assigned tickets: resolving them promptly and escalating when necessary. * Support colleagues across any department when requesting resources related to PBX and/or CRM. * Participate in business-driven tests and ad-hoc tasks. * Monitor the status of open tickets: response times, resolution times, and SLA compliance. * Document resolution and configuration procedures for the internal knowledge base. **What We Offer** * A salary based on your experience and the value you bring. * Laptop computer. * Remote work option. * Exposure to the most prominent companies in the sector. * A highly dynamic organization undergoing constant growth. * A committed team backed by top-tier shareholders. * Opportunity for professional growth. **What We Require** * Commitment and honesty toward both the team and customers. * Solution orientation: focus on closing incidents with quality and in the shortest possible time. * Organizational ability to manage volume, prioritize effectively, and keep the team focused. * Technical rigor: structured diagnosis, clear documentation, and timely escalation. * Flexibility to adapt to a growing company operating in a fast-moving environment. * Strong customer communication skills: clarity, empathy, and solution orientation. * Teamwork: cross-functional coordination with Integrations, Product, and Professional Services. **What We Need** * Solid experience (3+ years) in technical support within contact center, PBX, or telecommunications environments. * Experience with IP telephony platforms such as Asterisk, FreeSWITCH, or VoIPNow — essential for technical diagnosis and platform management. * PBX knowledge: SIP trunks, IVR, routing, DIDs, configuration, and troubleshooting. * Proficiency with network diagnostic and monitoring tools: traffic capture and analysis using Wireshark, interpretation of SIP traces, detection of voice quality issues (jitter, latency, packet loss), and VoIP infrastructure monitoring. * Technical background with development or scripting knowledge — valuable for advanced diagnostics and integration with platforms. * Ability to organize and prioritize in high-volume ticket environments. * Experience with ticketing platforms and support management tools. * Customer orientation and communication skills: ability to manage client relationships with empathy and professionalism, translating complex technical problems into clear explanations and maintaining fluent communication throughout incident resolution. * Functional English level (technical reading and basic communication). * Prior knowledge of the Vozitel platform is not required — internal training is provided. * Prior experience with CCaaS software and knowledge of API integrations in a support context will be valued.