Remote Technical Support Manager: VIP Support & Networking

GoTo; United States; A distancia; USD 90.000 - 140.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health benefits

Paid time off

Tuition reimbursement

Wellness programs

ERGs & charitable matching

Descripción de la vacante

GoTo is seeking a Technical Support Manager for a remote role based in Guatemala. You will lead advanced support for VIP customers, troubleshoot VoIP, SIP, networking, and UCC/ITSG issues, and participate in a 24/7 on-call rotation to ensure critical customer needs are met.

Work with Engineering to resolve complex problems, identify trends, and document cases while maintaining SLA commitments. Excellent English communication and a proactive, customer-obsessed mindset are essential.

Formación

• Experience in IT networking or technical support.
• Strong troubleshooting with production networks.
• Knowledge of VoIP and SIP call flows.
• Excellent English communication skills.
• Ability to multitask in a fast-paced environment.
• Willingness to participate in rotating on-call schedule including nights and weekends.

Responsabilidades

• Provide advanced support for VIP customers and escalations
• Troubleshoot VoIP, SIP, networking, and UCC/ITSG product issues
• Participate in a 24/7 on-call rotation to support critical customer needs
• Partner with Engineering and Development teams to resolve complex technical issues
• Identify trends, manage escalations, and ensure strong customer satisfaction
• Document support cases and maintain SLA commitments

Conocimientos

IT Networking

Technical Support

VoIP

SIP

English

Multitasking

Problem Solving

On-call schedule

Descripción del empleo

GoTo is seeking a Technical Support Manager for a remote role based in Guatemala. You will lead advanced support for VIP customers, troubleshoot VoIP, SIP, networking, and UCC/ITSG issues, and participate in a 24/7 on-call rotation to ensure critical customer needs are met.

Work with Engineering to resolve complex problems, identify trends, and document cases while maintaining SLA commitments. Excellent English communication and a proactive, customer-obsessed mindset are essential.