Tech Support Engineer

Description

NOTE: The client is willing to consider local candidates with work permit in Norway.

Our client is developing a high load video conferencing platform. Recently they've reached a million minutes of video conferencing going through its platform every hour. That's video and audio being decoded, mixed and encoded in real-time on more than 4,000 virtual machines all around the world.

Currently, our client is looking for a Tech Support Engineer who will help with customer service support.

Responsibilities:

  • Working with customers to troubleshoot reported problems, identify root cause, and resolve the issue 
  • Triaging technical situations effectively and efficiently 
  • Evaluating multiple different resolution paths and evaluating the best possible outcomes independently and with customer service owners 
  • Communicating highly technical issues to non-technical people to explain why issues are occurring and what can be done to improve the situation 
  • Effectively prioritizing cases based on urgency, impact, and customer need 
  • Conducting and maintaining competitive research and knowledge around the Unified Communications and Collaboration market 
  • Identifying and recommending possible optimization tasks to customers 
  • Communicating and working closely with the sales team related to ongoing events with customer situations 

Requirements

Must have skills:

  • Proven track record in technical support and sound knowledge of technology 
  • Knowledge of networking and ability to solve network problems (TCP/IP, network monitoring, quality, etc)
  • Extremely strong analytical, verbal, and written communication skills 
  • Strong presentation skills

Good to have skills:

  • Knowledge of SIP/H323, good technical understanding of Microsoft, Google, Cisco, Avaya, Polycom, Zoom, Bluejeans, and other related partners/competitors in the visual collaboration landscape
Recruiter
Anastasiya Danilova
Location:
Oslo, Norway
Work arrangement:
Onsite only
Relocation support:
Not provided
Level:
Senior
Company type:
Video Conferencing
Company size:
50-500 employees

Description

NOTE: The client is willing to consider local candidates with work permit in Norway.

Our client is developing a high load video conferencing platform. Recently they've reached a million minutes of video conferencing going through its platform every hour. That's video and audio being decoded, mixed and encoded in real-time on more than 4,000 virtual machines all around the world.

Currently, our client is looking for a Tech Support Engineer who will help with customer service support.

Responsibilities:

  • Working with customers to troubleshoot reported problems, identify root cause, and resolve the issue 
  • Triaging technical situations effectively and efficiently 
  • Evaluating multiple different resolution paths and evaluating the best possible outcomes independently and with customer service owners 
  • Communicating highly technical issues to non-technical people to explain why issues are occurring and what can be done to improve the situation 
  • Effectively prioritizing cases based on urgency, impact, and customer need 
  • Conducting and maintaining competitive research and knowledge around the Unified Communications and Collaboration market 
  • Identifying and recommending possible optimization tasks to customers 
  • Communicating and working closely with the sales team related to ongoing events with customer situations 

Requirements

Must have skills:

  • Proven track record in technical support and sound knowledge of technology 
  • Knowledge of networking and ability to solve network problems (TCP/IP, network monitoring, quality, etc)
  • Extremely strong analytical, verbal, and written communication skills 
  • Strong presentation skills

Good to have skills:

  • Knowledge of SIP/H323, good technical understanding of Microsoft, Google, Cisco, Avaya, Polycom, Zoom, Bluejeans, and other related partners/competitors in the visual collaboration landscape

Would you like to learn more?

We would be happy to answer your questions