Technical Account Engineer

Accountabilities: The Technical Account Engineer will be responsible for managing complex technical support cases, troubleshooting advanced communication issues, and ensuring successful outcomes for strategic customers. The role requires strong analytical abilities, customer focus, and collaboration with multiple technical teams to resolve critical challenges.

Own end-to-end technical support cases for assigned enterprise customers, from issue diagnosis through resolution and closure.

Troubleshoot complex voice, video, and unified communications issues using advanced tools such as log analysis, packet captures, and protocol traces.

Analyze technical environments to identify root causes and implement effective solutions.

Collaborate with engineering, customer success, technical account management, and sales teams to resolve escalated customer issues.

Represent customers during high-priority incident discussions and coordinate cross-functional responses under pressure.

Maintain strong knowledge of products, integrations, and unified communications/contact center technologies.

Provide technical guidance and recommendations to help customers optimize their environments.

Create and maintain clear technical documentation, including solution guides and technical recommendations.

Contribute to continuous improvement initiatives by sharing technical insights and customer feedback.

Participate in on-call rotations and provide support outside standard business hours when required.

Requirements:

The ideal candidate has extensive experience in enterprise technical support, strong networking knowledge, and expertise in voice and unified communications technologies. You should be comfortable managing complex customer situations, troubleshooting independently, and collaborating with global technical teams.

5+ years of experience in customer-facing Tier 2 or Tier 3 technical support, or equivalent hands-on technical experience.

Strong expertise in VoIP technologies, including SIP, H.323, IP phones, SBC, PBX systems, call routing, and SIP trunking.

Advanced troubleshooting experience with voice and video quality issues, including packet capture and SIP trace analysis.

Familiarity with IVR workflows, omnichannel solutions, and unified communications/contact center environments.

Strong understanding of networking concepts, supported by certifications such as CCNA, CompTIA Network+, or equivalent credentials.

Ability to write clear and structured technical documentation for customers.

Strong analytical, debugging, and problem-solving skills.

Excellent communication skills with the ability to explain complex technical concepts clearly.

Ability to work effectively with cross-functional and international teams.

Availability to support after-hours schedules, weekends, holidays, and on-call responsibilities when required.

Relevant industry certifications such as Wireshark, AWS, Azure, ITIL, or Microsoft certifications are a plus.

Benefits:

Remote work opportunity within India.

Opportunity to support enterprise customers and solve complex technical challenges.

Exposure to advanced communication technologies and large-scale customer environments.

Collaboration with experienced engineering and technical teams worldwide.

Professional development opportunities through technical ownership and continuous learning.

Supportive culture focused on innovation, teamwork, and customer success.

Benefits package designed to support physical, mental, emotional, and financial well-being.

Flexible work approach supporting work-life balance.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether? 

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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