Sr. Technical Support Engineer

About Intermedia

Intermedia is a leading provider of cloud communications and collaboration technology, enabling companies to connect better. We boast a strong track record of growth, profitability, and an inclusive environment where everyone matters.

• Department: Client Services
• Location: United States
• Compensation: $70,000 - $80,000 / year

A Sr. Technical Support Engineer works closely with voice network engineering and development teams to identify and resolve issues with Intermedia’s voice platform. Responsibilities include creating and managing support tickets at a NOC level, interacting with carrier partners and wholesale/high‑volume voice accounts, and supporting a Wi‑Fi‑free environment for customers.

• 40 hours on direct phone queue related issues with wholesale customers and SIP carriers – logged in and in an incoming call state.
• Obtain required certifications and training for role and assigned queues.
• Answer phone calls, respond to emails, and internal escalations.
• Diagnose and fix problems with Intermedia voice products or elevate to appropriate parties.
• Maintain and improve policies, procedures, knowledge base and wiki articles.
• Actively pass knowledge to co‑workers at every opportunity.
• Communicate with wholesale customers and SIP carrier NOCs to resolve technical problems.
• Work on projects with system engineers and developers when troubleshooting and implementing fixes.
• Prepare outage and incident reports for Intermedia production and back‑office systems.
• Monitor and respond to production system issues and fraudulent activity.
• Act as a technical leader/resource to other internal teams.
• Adhere to defined SLA requirements.
• Will be on an on‑call support rotation.

• Bachelor’s degree (B.S.) from a four‑year college or university; or equivalent combination of education and experience.
• Positive, team‑oriented attitude.
• Current and active SSVVP + SSCA certifications (or equivalent as defined by Support management).
• Ability to manage competing priorities and make competent decisions.
• Solid working knowledge of IP telephony.
• Ability to interpret log formats and perform logical troubleshooting.
• Experience or willingness to learn how to navigate a Linux environment.
• Working knowledge of the SIP protocol and Wireshark familiarity.
• Effective communication with employees and customers.
• Enjoyment of challenging problems and continuous improvement of support processes.

We hire, promote, and compensate employees based on their ability to perform their job responsibilities, without regard to race, color, creed, religion, sex, gender, marital status, national origin, ancestry, age, citizenship, disability, sexual orientation, or any other basis protected by applicable law. We are an equal opportunity employer and value diversity.