Senior Technical Support Engineer - Cloud VoIP & Networking

United States Digital Space LLC

Kitchener

On-site

CAD 70,000 - 100,000

Full time

2 days ago

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Job summary

United States Digital Space LLC is seeking a Technical Support Engineer to support our cloud-based communications platform. You will work closely with Engineering, Product, and Sales to own complex technical issues and drive them to resolution, thriving in a fast-paced environment with a focus on delivering exceptional customer experiences.

The role requires 3+ years in telecom/VoIP support, strong networking knowledge, and experience with Zendesk or Jira.

Qualifications

3+ years in telecom or VoIP customer support.
Strong LAN/WAN networking knowledge.
Experience with VoIP/SIP environments.
Excellent troubleshooting and problem-solving.
Clear written and verbal communication.
Self-starter with ownership and teamwork.
Familiarity with IVR workflows and CRM integrations.
Knowledge of telco networks and interoperability.
Experience with Zendesk or Jira.
Understanding of enterprise IT security.

Responsibilities

Manage carrier escalations, trouble tickets, and interoperability issues across telco networks.
Monitor network performance, conduct DID probes and test calls, and proactively identify potential issues.
Support customers across a range of inquiries—from basic product questions to complex technical troubleshooting.
Diagnose and resolve technical issues, elevate bugs, and partner cross-functionally to drive timely resolution.
Maintain and exceed established service levels and productivity standards.
Collaborate closely with Sales, Engineering, and Product teams to improve the customer experience.
Identify opportunities to enhance support processes, educate users, and scale our support model.