Technical Account Engineer

📋 Description Own end-to-end technical support cases for enterprise customers through resolution. Troubleshoot voice, video and UC issues using log analysis, packet captures, and traces. Analyze technical environments to identify root causes and implement solutions. Collaborate with engineering, customer success, TAC, and sales to resolve escalated issues. Represent customers during high-priority incidents and coordinate cross-functional responses. Maintain knowledge of products, integrations, and UC/contact center technologies. 🎯 Requirements 5+ years of experience in customer-facing Tier 2 or 3 technical support. Strong expertise in VoIP technologies: SIP, H.323, IP phones, SBC, PBX, call routing, SIP trunking. Advanced troubleshooting with voice and video quality issues, including packet capture and SIP trace analysis. Familiarity with IVR workflows, omnichannel solutions, and UC/contact center environments. Strong networking knowledge with CCNA, CompTIA Network+, or equivalent. Ability to write clear, structured technical documentation for customers. 🎁 Benefits Remote work opportunity within India. Opportunity to support enterprise customers and solve complex technical challenges. Exposure to advanced communication technologies and large-scale environments. Collaboration with experienced engineering and technical teams worldwide. Professional development through technical ownership and continuous learning. Supportive culture focused on innovation, teamwork, and customer success.