Cloud Technical Support

Cloud Technical Support

Sangoma's value proposition is audaciously simple, our solution is highly scalable and our level of service reliability is unparalleled. Sangoma offers the only global fully integrated communication and productivity SaaS platform in the market which includes: UCaaS, Collaboration, Video, Contact Center, Virtualization, Access Controls, and Trunking. We are looking for a talented Technical Support Representative who will troubleshoot and resolve issues throughout our entire product line and assist customers with technology rollouts of our telephony products.

Our TSE's also work hand in hand with our development, customer service, and sales staff to enhance the overall customer experience. The successful candidate will join a work environment that cares, dynamically shares knowledge/skills, and encourages growth at all levels.

Your role:

• Diagnose and troubleshoot technical issues with Sangoma products

• Ask customers targeted questions to quickly understand the root of the problem

• Provide Support in line with appropriate SLAs

• Be able to Talk clients through a series of actions, either via phone, email, or chat, until they've solved a technical issue

• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)

• Provide prompt and accurate feedback to customers

• Refer to internal or external support resources to provide customer-centric solutions

• Ensure all issues are properly logged

• Prioritize and manage several open issues at one time

• Document technical knowledge in the form of wiki guides

• Maintain an open but professional relationship with customers and colleagues

Your Background:

• Familiarity with Linux, Android, iOS, MacOS, and Windows operating systems.

• Command line skills in Linux.

• Experience installing Linux on bare metal and in the cloud.

• Possess the ability to troubleshoot and debug software/hardware issues.

• Experience with Asterisk-based phone systems.

• A solid understanding of TCP/UDP/IP networking.

• Ability to communicate verbally and in writing in the English language.

• An associate's degree, or equivalent, is required.

• A bachelor's degree or equivalent is preferred.

What We Offer:

• Extensive Benefit Options (Health, Vision, Dental, Long & Short term Disability) effective after a short waiting period

• Matching 401K program - 100% match on 4%.

• Flexible Time Off & Company Holidays

• Entrepreneurial work environment partnered with high-growth career opportunities

Are you ready to make a direct impact on the company and be rewarded for your performance? Are you ready to take on a new challenge?

Must be authorized to work in the United States on a full-time basis for any employer. No agencies or third-party resumes, please.

Sangoma is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status.