Level 3 Senior Engineer

The Senior Support Engineer is the primary technical escalation point for complex voice, data, and unified communications support issues that lower tiers cannot resolve.

This role combines expert-level troubleshooting with team mentorship, vendor management, and customer relationship ownership — ensuring both immediate incident resolution and the long-term improvement of team capability and service quality.

Director of Operations, Technical Manager or Lead Support Engineer

Diagnose and resolve highly complex issues across VoIP, PBX, SIP trunking, contact center platforms, and network infrastructure — serving as the senior technical escalation point for the support team.

Conduct in-depth root cause analysis on major and recurring incidents, implementing permanent corrective and preventative measures.

Lead cross-functional resolution efforts during high-impact outages, coordinating internal teams, vendors, and carriers toward rapid service restoration.

Interface directly with telecommunications vendors and carriers to resolve technical issues, manage escalations, and drive accountability.

Perform complex system maintenance, configuration, and optimization to ensure high availability and reliability of customer environments.

Communicate technical status and resolution details clearly to both technical staff and non-technical customer stakeholders.

• Mentor and coach Associate and Support Engineers through shadowing, pairing, and structured technical guidance.