Abrar Admin

Alianza, Inc.

<div>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 &mdash; from configuration questions to deeper technical debugging &mdash; 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<ul><li>
Front-Line Intake: Serve as the first technical eye on incoming tickets in assigned product areas &mdash;validating, classifying by complexity, and routing to the right group when work belongs elsewhere.</li><li>
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).</li><li>
Escalation &amp;Collaboration:Work alongside Technical Advisors on complex issues requiring deeperexpertise, andescalate to Engineering or third-party vendors where specialist intervention is needed, providing complete and clear documentation that enables efficient resolution.</li><li>
Customer Advocacy &amp; Ownership: Take full ownership of technical issues, drive them to a timely resolution, and proactively communicate status updates &mdash; especially for at-risk or unhappy customers. Go the extra mile to ensure customer happiness.</li><li>
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.</li><li>
Knowledge Contribution &amp; 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.</li><li>
On-Call: Participate in a 24&times;7 emergency rotation, ensuring critical customer issues are addressed promptly.</li></ul>
Required Skills &amp; Experience
Technical &amp; Problem-Solving<ul><li>
Strong technical troubleshooting skills, with proven ability to trace customer-reported symptoms to root cause across complex systems and to learn and master the Alianzaproductportfolio.</li><li>
Proficiencymanaging a ticket queue autonomously, balancing volume with effective prioritisation across competing demands.</li><li>
Ability to work independently and multitask effectively in a dynamic, interrupt-driven, high-pressure environment.</li></ul>
Communication &amp; Customer Service<ul><li>
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.</li><li>
Exceptional phone and customer handling skills, including the ability to manage frustrated customers with professionalism and empathy.</li><li>
Strong business sense and understanding of situational context to accommodate a wide variety of customer personas across product lines.</li></ul>
Qualifications (Required)<ul><li>
3+ years of professional technical support experience, withdemonstratedgrowth in handling progressively complex technical issues.</li><li>
Knowledge and experience with voice and/or telecom technologies.</li></ul>
Qualifications (Preferred)<ul><li>
.Knowledge and experience with the Metaswitch MetaSphere suite of telecom products.</li></ul>
Attributes for Success
The ideal candidate possesses the following innate qualities and team behaviors:<ul><li>
Ownership: A natural sense of responsibility and commitment to task completion.</li><li>
Teamwork: A strong team-oriented approach to effectively share workloads and co-work issues.</li><li>
Attitude: Positive energy, enthusiasm, and a contribution to overall team morale.</li><li>
Growth: Curiosity, openness to continuous learning, and resilience when faced with challenges.</li></ul></div>

Support Engineer

Join Alianza, Inc. and explore 1   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Alianza, Inc.

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Support Engineer