Support Engineer

Support Engineer

Alianza is looking for a Support Engineer to join our Technical Support department. This role is a vital first point of contact, focusing on providing outstanding technical support with speed, accuracy, and a strong commitment to customer satisfaction. The ideal candidate is highly motivated, team-oriented, and thrives in a fast-paced, dynamic environment.

Key Responsibilities

• Front-Line Support: Serve as the primary point of contact for incoming customer support tickets and calls, focusing on prompt initial response and resolution.
• Ticket Management: Handle basic, high-volume, and repetitive customer issues (e.g., setup issues, MFA resets, etc.). Efficiently monitor and address centralized ticket queues.
• Escalation and Triage: Triage complex issues accurately and escalate them to senior support groups as needed, ensuring proper prioritization within Service Level Agreements (SLAs).
• Customer Advocacy & Ownership: Take full ownership of technical issues, drive them to a timely resolution, and proactively communicate status updates, especially for at-risk or unhappy customers. Go the extra mile to ensure customer happiness.
• Product Knowledge: Rapidly acquire working knowledge of the entire Alianza platform and product suite to serve as the intake point for all product-related inquiries.
• Documentation & Process: Observe field activity and advise on documentation needs. Demonstrate strong process skills (develop, document, train) and the ability to work within defined guidelines.
• On-Call: Participate in a weekly on-call rotation.

Required Skills & Experience

Technical & Problem-Solving

• Strong technical troubleshooting skills and proven ability to quickly learn and master the Alianza platform.
• Proficiency in monitoring and addressing ticket queues and managing large volumes of routine tasks effectively.
• Ability to work independently and multitask effectively in a dynamic, interrupt-driven, high-pressure environment.

Communication & Customer Service

• Outstanding written and verbal communication skills, including the ability to professionally, clearly, and quickly articulate problems and solutions.
• Exceptional phone and customer handling skills, including the ability to manage frustrated customers with professionalism and empathy.
• Strong business sense and understanding of situational context to accommodate a wide variety of customer personas across product lines.

Qualifications (Preferred)

• 2+ years of professional technical support experience.
• Knowledge or experience with VoIP and/or telecom technologies.

Attributes for Success

The ideal candidate possesses the following innate qualities and team behaviors:

• Ownership: A natural sense of responsibility and commitment to task completion.
• Teamwork: A strong team-oriented approach to effectively share workloads and co-work issues.
• Attitude: Positive energy, enthusiasm, and a contribution to overall team morale.
• Growth: Curiosity, openness to continuous learning, and resilience when faced with challenges.