breezy
Application Support Engineer
Cytracom
McKinney, USA
Full-time
Mid
Onsite
Discovered 1 weeks ago
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About Us:
Cytracom delivers infrastructure software purpose-built to empower managed service providers (MSPs) and IT professionals (ITSPs) with cloud solutions that connect and secure both traditional and hybrid workforces. Our secure access service edge (SASE) solution provides identity-based network security and connectivity within a single platform that enables businesses to deploy zero-trust networks, enforce compliance and eliminate traditional firewalls and VPNs. Our unified communications suite (UCaaS) uniquely aligns with the operating needs of MSPs and enables their customers to experience seamless communication and collaboration regardless of physical location.
Here's a closer look at this key role:
The Application Support Engineer serves as a frontline technical expert for our UCaaS and VoIP platform, delivering fast, accurate, and customer-focused support to end-users and partners. This role plays a critical part in customer retention, product adoption, and overall experience by resolving issues efficiently and ensuring seamless communication services.
You will be the first technical voice customers interact with, setting the tone for trust, clarity, and confidence in our platform. Success in this role directly impacts customer satisfaction, churn prevention, and long-term growth.
Responsibilities:
- Provide world-class technical support through clear troubleshooting, proactive communication, and efficient resolution of voice, networking, and platform-related issues.
- You will:
- Diagnose and resolve VoIP, PBX, SIP, networking, and hardware-related issues
- Support customer onboarding and technical implementations
- Collaborate cross-functionally to resolve complex cases
- Follow structured escalation paths while owning customer outcomes
- This role requires technical curiosity, accountability, and a strong customer-first mindset.
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