UCaaS & VoIP Support Engineer — Customer‑Focused

Cytracom; McKinney (TX); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401K

Disability and Life insurance

Paid vacations and holidays

Flexible PTO policy

Casual, laid-back work environment

Free refreshments

Standing desks

Job summary

Cytracom is seeking a UCaaS Support Engineer to act as the frontline technical expert for our UCaaS/VoIP platform. You will resolve voice, networking, and platform issues, onboard customers, and collaborate with cross-functional teams to ensure high CSAT and smooth service delivery.

The role emphasizes clear communication, rapid case resolution, and ownership of customer outcomes, with involvement in on-call rotations and ongoing knowledge base improvements.

Qualifications

• Experience diagnosing VoIP and networking issues.
• Experience with Zendesk or similar support tools.
• Strong troubleshooting and customer-facing skills.

Responsibilities

• Provide world-class technical support through clear troubleshooting and efficient resolution of voice, networking, and platform-related issues.
• Diagnose and resolve VoIP, PBX, SIP, networking, and hardware-related issues.
• Support customer onboarding and technical implementations.
• Collaborate cross-functionally to resolve complex cases.
• Follow structured escalation paths while owning customer outcomes.
• Participate in an on-call rotation and meet escalation SLAs.
• Contribute to knowledge base improvements and documentation updates.

Skills

VoIP diagnostics

PBX

SIP signaling

Zendesk

Customer support

Tools

IP phones

Routers

Networking equipment

Log analysis

Job description

Cytracom is seeking a UCaaS Support Engineer to act as the frontline technical expert for our UCaaS/VoIP platform. You will resolve voice, networking, and platform issues, onboard customers, and collaborate with cross-functional teams to ensure high CSAT and smooth service delivery.

The role emphasizes clear communication, rapid case resolution, and ownership of customer outcomes, with involvement in on-call rotations and ongoing knowledge base improvements.