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 escalate 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.