Technical Support Engineer – Fast, Autonomous Troubleshooter

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 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.