Level 3 Technical Support Engineer – Telecom

As a Level 3 Support Engineer you'll be the final escalation point for technical issues affecting our top-tier customers on the Ringover cloud-calling platform. You will troubleshoot complex voice, messaging, and API-driven workflows, deep-dive into logs and JSON payloads, and partner directly with Software Engineering to isolate defects and ship fixes.

Your time will be split between reactive case work (all severities for our top 20 enterprise clients) and proactive platform improvements, with a strong emphasis on mentoring Level 1/2 agents.

Key Responsibilities

• Advanced Case Handling — Own and resolve P1–P4 tickets for designated strategic accounts. Capture detailed repro steps, gather logs, SIP traces, and JSON responses; deliver clear RCA summaries to clients.
• Dev-Team Liaison — Reproduce bugs in staging, document findings, file Jira stories, and confirm fixes. Participate in daily stand-ups and post-mortems.
• Configuration & Change M...