Support Engineer

Alianza is looking for a Support Engineer to join our Technical Support department. This role focuses on resolving customer issues across the breadth of the Alianza portfolio — from configuration questions to deeper technical debugging — with speed, accuracy, and a strong commitment to customer satisfaction. The ideal candidate is an experienced troubleshooter who is comfortable owning a ticket queue autonomously, balancing competing priorities and SLA commitments, and who thrives in a fast-paced, dynamic environment.

Key Responsibilities

• Front-Line Intake: Serve as the first technical eye on incoming tickets in assigned product areas — validating, classifying by complexity, and routing to the right group when work belongs elsewhere.

• Ticket Resolution: Resolve customer issues through systematic diagnostic techniques and applied product knowledge, working toward First Contact Resolution (FCR) wherever practical, as a key driver of customer satisfaction. Manage your ticket queue autonomously, applying effective prioritisation within Service Level Agreements (SLAs).

• Escalation & Collaboration: Work alongside Technical Advisors on complex issues requiring deeper expertise, and escalate to Engineering or third-party vendors where specialist intervention is needed, providing complete and clear documentation that enables efficient resolution.

• Customer Advocacy & Ownership: Take full ownership of technical issues, drive them to a timely resolution, and proactively communicate status updates — especially for at-risk or unhappy customers. Go the extra mile to ensure customer happiness.

• Product Knowledge: Build and maintain working knowledge across the breadth of the Alianza platform and product portfolio, rather than concentrating in a single domain, in order to handle a wide variety of incoming issues.

• Knowledge Contribution & Mentoring: Identify recurring tickets that are candidates for permanent deflection, write knowledge-base articles and self-help content, and keep existing documentation accurate and useful. Share efficient ticket-handling techniques with newer team members.

• On-Call: Participate in a 24×7 emergency rotation, ensuring critical customer issues are addressed promptly.

Required Skills & Experience

Technical & Problem-Solving

• Strong technical troubleshooting skills, with proven ability to trace customer-reported symptoms to root cause across complex systems and to learn and master the Alianza product portfolio.

• Proficiency managing a ticket queue autonomously, balancing volume with effective prioritisation across competing demands.

• Ability to work independently and multitask effectively in a dynamic, interrupt-driven, high-pressure environment.

Communication & Customer Service

• Outstanding written and verbal communication skills, including the ability to professionally, clearly, and quickly articulate problems and solutions to both technical and non-technical audiences.

• Exceptional phone and customer handling skills, including the ability to manage frustrated customers with professionalism and empathy.

• Strong business sense and understanding of situational context to accommodate a wide variety of customer personas across product lines.

Qualifications (Required)

• 3+ years of professional technical support experience, with demonstrated growth in handling progressively complex technical issues.

• Knowledge and experience with voice and/or telecom technologies.

Qualifications (Preferred)

• .Knowledge and experience with the Metaswitch MetaSphere suite of telecom products.

Attributes for Success

The ideal candidate possesses the following innate qualities and team behaviors:

• Ownership: A natural sense of responsibility and commitment to task completion.

• Teamwork: A strong team-oriented approach to effectively share workloads and co-work issues.

• Attitude: Positive energy, enthusiasm, and a contribution to overall team morale.

• Growth: Curiosity, openness to continuous learning, and resilience when faced with challenges.