Level 3 Senior Engineer

Senior Support Engineer

Position Overview

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.

Reports To

Director of Operations, Technical Manager or Lead Support Engineer

Key Responsibilities

Advanced Troubleshooting & Incident Leadership

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.

Team Development, Knowledge & Process

• Mentor and coach Associate and Support Engineers through shadowing, pairing, and structured technical guidance.
• Author and maintain advanced knowledge base articles, troubleshooting guides, and diagnostic playbooks.
• Lead post-incident reviews and drive process improvements that reduce future risk and improve team efficiency.
• Maintain SLA compliance, change control discipline, and strict security protocol adherence across all assigned work.

Qualifications

Education

• A college degree is appreciated but not required for any position at intlx Solutions. We value practical experience, sound engineering judgment, and the ability to deliver.
• Relevant technical certifications or vocational training considered in lieu of degree

Experience

• 4–7 years of hands-on experience in telecommunications support, network engineering, or VoIP systems
• Proven track record resolving complex issues independently and leading incident response as a technical escalation point.
• Deep expertise in SIP, RTP, H.323, UC platforms, SBCs, contact center technologies, and enterprise networking.

Certifications

• Highly Preferred: CompTIA Network+
• Highly Preferred: CompTIA Security+
• Highly Preferred: Avaya Certified Support Specialist (ACSS)
• Highly Preferred: ITIL Foundation or equivalent IT service management certification
• Highly Preferred: Cisco CCNP or equivalent advanced networking certification
• Highly Preferred: Avaya, Cisco, Microsoft, or other vendor-specific telecommunications certifications
• Preferred: Wireshark Certified Network Analyst (WCNA) or similar protocol analysis certification

Working Conditions

• Shift-based schedule including evenings, weekends, and holidays; active participation in on-call rotation with independent after-hours response capability
• Primarily office-based with remote work options; Occasional travel to customer sites may be required (estimated less than 15%)
• Ability to handle multiple tasks simultaneously in a fast-paced environment