Technical Support Engineer II

SMARTAPPLY 🪄

LOCATION: Portugal (Remote)

DEPARTMENT: Technical Support

REPORTS TO: Manager, Technical Support II

WORKING HOURS: 14:00 PM to 23:00 PM

POSITION SUMMARY:

We are seeking an experienced Technical Support Engineer to join our team. In this role, you will be responsible for providing 2nd-level support for Broadvoice’s UCaaS solution and helping define the best support for our customers.

YOUR DAY-TO-DAY:

Drive the resolution of requests escalated to Tier 2.
Support the 1st and 2nd tiers with complex telephone and contact center issues.
Support Engineering, Product, and Business teams in creating the best experience for our customers.
Drive the improvement of documentation, processes, and training to enhance the overall Support team’s performance.
Proactively identify and resolve blockers that make Support and Delivery Teams less agile.
Help drive automation initiatives to create/improve internal tools/solutions.

WHAT YOU BRING TO THE TEAM:

3 or more years of relevant experience in 2^nd line technical support in Telephony, preferably in Contact Center solutions.
Ability to work independently on problem-solving.
Passion to evolve in new areas of knowledge (CCaaS and UCaaS).
Advanced Knowledge in Telephony, mainly SIP.
Knowledge of WAN/LAN protocols (TCP,UDP).
Experience in SQL, Postgres, or Redis.
Solid understanding of APIs and front-end services.
Cloud infrastructure knowledge, preferably in AWS.
Solid Linux/Unix experience.
Strong communication skills in Portuguese and English, both verbal and written.
Team Player.
Growth mentality.

WHY BROADVOICE?

At Broadvoice, we believe in more than just work. We’re committed to creating an environment where you can grow, learn, and make an impact while enjoying a balanced and fulfilling life. At Broadvoice, you’re not just joining a company, you’re joining a place where our success is your success, and your potential has no limits.

Grow Your Career

Whether you’re interested in advancing technical skills, developing leadership acumen, or exploring new areas, we support your career journey with clear growth paths, access to learning resources, and mentorship.

Enjoy Flexibility

We know life happens outside of work. Our remote-first approach and focus on work-life harmony let you thrive in all areas of your life.

Community & Culture

Be part of a team that values diversity, inclusion, and a sense of belonging—where your contributions make a real difference.

Make an Impact

With us, your ideas are heard and your work is meaningful. As a member of our team, you’ll play a central role in building a more reliable and process-oriented infrastructure for Broadvoice’s future.

READY TO JOIN US?

Are you ready to join a passionate and talented team to build the future of Broadvoice?

If you’re a strategic thinker, a collaborative leader, and have a talent for driving impactful results, we’d love to meet you! Apply now to become part of a forward-thinking company that’s growing and empowering its people across all roles and departments.

Broadvoice Glassdoor Company Review

3.4

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CEO of Broadvoice

Jim Murphy

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What You Should Know About Technical Support Engineer II, Broadvoice

Are you on the lookout for an exciting opportunity as a Technical Support Engineer II? Join us at Broadvoice, where we’re not just about providing great service, but about creating a supportive and innovative environment for our team. As a Technical Support Engineer II, based in beautiful Portugal with a remote working arrangement, you will be the key player in delivering 2nd-level support for our cutting-edge UCaaS solution. Whether you're tackling complex issues for our contact center or collaborating with other teams to ensure the best customer experience, every day will present rewarding challenges. You'll be paired with a dynamic team focusing on problem resolution, driving automation initiatives, and improving documentation and processes that enhance our customer support. This role not only allows you to leverage your 3+ years of experience in telecommunications but also offers ample chance to grow your expertise in state-of-the-art technologies like SIP, AWS cloud infrastructure, and various database systems. At Broadvoice, we believe in nurturing talent and providing a balanced work-life culture. With us, you’re not just filling a position; you are defining the future of communications. Are you ready to make an impact?

Frequently Asked Questions (FAQs) for Technical Support Engineer II Role at Broadvoice

What does the Technical Support Engineer II role at Broadvoice involve?

The Technical Support Engineer II position at Broadvoice focuses on delivering 2nd-level support for our UCaaS solution. Responsibilities include resolving complex requests, supporting various teams to enhance the customer experience, and driving process improvements.