Support Engineer

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

Job summary

Alianza is seeking a skilled Support Engineer to join our Technical Support team in Pleasant Grove, Utah. You will address customer issues across the Alianza portfolio, from configuration questions to advanced debugging, with a focus on speed, accuracy, and customer satisfaction.

You will own your ticket queue, triage by complexity, and collaborate with Technical Advisors and engineers on complex problems while meeting SLAs and delivering First Contact Resolution where possible.

Qualifications

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

Responsibilities

• Front-Line Intake: Validate, classify by complexity, and route to the right group.
• Ticket Resolution: Resolve issues to First Contact Resolution wherever practical within SLAs.
• Escalation & Collaboration: Work with Technical Advisors and engineers on complex issues.
• Customer Advocacy & Ownership: Own issues and provide timely status updates to customers.

Skills

Technical troubleshooting

Ticket queue ownership

Independent work

Communication skills

Customer empathy

Tools

Metaswitch MetaSphere

Job description

Alianza is looking for a Support Engineer to join our Technical Support department. This role focuses on resolving customer issues across the breadth of the Alianza portfolio — from configuration questions to deeper technical debugging — with speed, accuracy, and a strong commitment to customer satisfaction. The ideal candidate is an experienced troubleshooter who is comfortable owning a ticket queue autonomously, balancing competing priorities and SLA commitments, and who thrives in a fast-paced, dynamic environment.

Key Responsibilities

• Front-Line Intake: Serve as the first technical eye on incoming tickets in assigned product areas — validating, classifying by complexity, and routing to the right group when work belongs elsewhere.
• Ticket Resolution: Resolve customer issues through systematic diagnostic techniques and applied product knowledge, working toward First Contact Resolution (FCR) wherever practical, as a key driver of customer satisfaction. Manage your ticket queue autonomously, applying effective prioritisation within Service Level Agreements (SLAs).
• Escalation & Collaboration: Work alongside Technical Advisors on complex issues requiring deeper expertise, and elevate to Engineering or third-party vendors where specialist intervention is needed, providing complete and clear documentation that enables efficient resolution.
• 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: Build and maintain working knowledge across the breadth of the Alianza platform and product portfolio, rather than concentrating in a single domain, in order to handle a wide variety of incoming issues.
• Knowledge Contribution & Mentoring: Identify recurring tickets that are candidates for permanent deflection, write knowledge-base articles and self-help content, and keep existing documentation accurate and useful. Share efficient ticket-handling techniques with newer team members.
• On-Call: Participate in a 24×7 emergency rotation, ensuring critical customer issues are addressed promptly.

Required Skills & Experience

Technical & Problem-Solving

• Strong technical troubleshooting skills, with proven ability to trace customer-reported symptoms to root cause across complex systems and to learn and master the Alianza product portfolio.
• Proficiency managing a ticket queue autonomously, balancing volume with effective prioritisation across competing demands.
• 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 to both technical and non-technical audiences.
• 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 (Required)

• 3+ years of professional technical support experience, with demonstrated growth in handling progressively complex technical issues.
• Knowledge and experience with voice and/or telecom technologies.

Qualifications (Preferred)

• .Knowledge and experience with the Metaswitch MetaSphere suite of telecom products.

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.