Technical Operations Engineer

One Cloud is looking for a Technical Operations Engineer to serve as a senior, multi-disciplinary technical resource across our full product line. In this role, you’ll go where your expertise makes the biggest difference, whether that’s resolving complex escalations, partnering with Sales Engineering on product demonstrations and solution design, leading remote installations and migrations, or helping drive technical development for Calldacity, One Cloud’s subsidiary.

This is a fully remote position reporting to the Support Center Manager, who sets the priorities that guide how your time is balanced across these areas. You’ll bring deep Net Sapiens platform expertise to every engagement and help the whole team grow stronger through thoughtful documentation, process improvement, and mentorship.

• Resolve complex and escalated cases across One Cloud UCaaS and CCaaS products, including call routing, SIP signaling, device registration, call quality, and Net Sapiens platform configuration.
• Serve as a senior escalation resource for Level I and Level II technicians, reviewing escalation notes and advising on next steps and root cause.
• Follow the APEC process on every case, capturing diagnostic state (call traces, presence and queue status, device registration) before remediation, following through with a root cause analysis.
• Own assigned tickets through resolution in line with SLA/SLO standards, the Priority Matrix SOP, and the Support Ticket Workflow SOP.
• Prepare complete, well-documented vendor escalations and record vendor ticket references in the One Cloud ticket.
• Assess customer network readiness during pre-sales and installations, documenting the network baseline and identifying risks before go-live.
• Assist in positioning, deploying, and supporting One Cloud managed network solutions such as Peplink and Uni Fi.
• Deliver product demonstrations of One Cloud solutions to prospects and customers in partnership with Sales Engineering.
• Support discovery, solution design, and platform capability guidance during the sales cycle, including scoping technical requirements for new opportunities.
• Ensure a clean technical handoff from sales to implementation so commitments made during the sales process are documented and deliverable. Installations & Migrations
• Plan and execute remote installations, provisioning, and migrations, including PBX configuration, call flow build-out, hardware provisioning, and number porting coordination.
• Validate deployments before customer sign-off by testing inbound and outbound calling, routing, voicemail, fax, and mobile functionality.
• Produce configuration documentation at handoff sufficient to establish the customer's configuration baseline and fault boundaries.
• Support the technical development of Calldacity, One Cloud's subsidiary, including partner
• onboarding, branding configuration, and deployment validation.
• Act as a technical resource for partners, providing training and guidance on Net Sapiens platform
• administration.
• Contribute to partner-facing documentation and onboarding processes as the offering matures.
• Documentation, Process & Mentorship
• Create and maintain internal and customer-facing knowledge base articles, converting resolved
• cases and recurring questions into reusable documentation.
• Contribute to SOP development and process standardization across support, onboarding, migration,
• and escalation workflows.
• Mentor and train technicians on advanced Net Sapiens, call routing, and troubleshooting workflows.
• Communicate proactively with the Operations Manager on workload, competing requests, and
• emerging trends; requests for this role's time from other departments are coordinated through the
• Operations Manager.
• Other duties as assigned by…