Customer Support Engineer

Natterbox Technical Support Engineer

To own the front line technical support experience and deliver service excellence to our global customers and partners across Natterbox's SaaS products. As the primary technical interface into Natterbox Support, this role drives rapid first-contact resolution and high-quality troubleshooting across our Voice and AI-powered contact centre environment.

This is an active, customer-first role: the Support Engineer takes end-to-end ownership of customer and partner inquiries, elevates trust across our global ecosystem, and empowers users through proactive education to safeguard platform reliability and deliver an exceptional customer experience at scale.

Core Accountabilities

• Omnichannel Triage & Incident Resolution: Manages all inbound customer and partner queries across Telephone, Live Chat, Email, and the Natterbox Help Centre, providing a prompt, empathetic, and professional first touchpoint.
• Technical Diagnosis: Investigates and diagnoses technical faults remotely across Hosted PBX configurations, IP telephony/SIP routing, Natterbox Mobile, call recording, and local client network environments.
• Case Administration & Escalation Management: Ensures all cases and client interactions are fully and accurately documented within our CRM (Salesforce) to maintain high-quality case histories. Coordinates seamless handovers for complex issues requiring escalation to L2/L3 Support, Engineering, or Telecom Carrier partners, providing structured triage notes and reproducible data.
• Self-Service Enablement & Knowledge Contribution: Authors and refines high-quality articles for the external Help Centre and internal Knowledge Base based on resolved customer issues, empowering self-service and reducing repeat query volume.
• AI Diagnostics & Troubleshooting Acceleration: Actively utilises approved internal AI tools to parse, structure, and summarise dense technical log outputs to identify error patterns and form troubleshooting hypotheses quickly.