Impactful Technical Support Engineer

Alianza,-Inc.; Pleasant Grove (UT); On-site; USD 65,000 - 90,000; Full time

Job summary

Alianza is seeking a Support Engineer to join our Technical Support department. You will resolve customer issues across the Alianza portfolio with speed, accuracy, and a strong commitment to customer satisfaction.

You will manage a ticket queue autonomously, balance priorities against SLAs, and collaborate with Engineering and vendors for complex cases. The role requires ownership, clear communication, and ongoing product knowledge.

Qualifications

• 3+ years of professional technical support experience with progressively complex issues.
• Experience with voice and/or telecom technologies.

Responsibilities

• Front-Line Intake: validate, classify, and route tickets to the right group.
• Ticket Resolution: diagnose issues and drive First Contact Resolution where possible.
• Escalation & Collaboration: coordinate with Engineering or vendors for deep issues.
• Customer Advocacy: own issues end-to-end and provide timely status updates.

Skills

Troubleshooting

Ticket management

Multitasking

Independent worker

Tools

Metaswitch MetaSphere

Job description

Alianza is seeking a Support Engineer to join our Technical Support department. You will resolve customer issues across the Alianza portfolio with speed, accuracy, and a strong commitment to customer satisfaction.

You will manage a ticket queue autonomously, balance priorities against SLAs, and collaborate with Engineering and vendors for complex cases. The role requires ownership, clear communication, and ongoing product knowledge.