Own a queue of the most complex Platinum escalations, driving timely resolutions.
Provide escalation guidance and real-time troubleshooting for challenging cases.
Lead workflow and queue management; monitor SLAs and distribution.
Coordinate coverage for live channels to meet demand and obligations.
Mentor Platinum agents; lead trainings and share best practices.
Partner with Product and Engineering to articulate bugs and improvements.

🎯 Requirements

6+ years in senior technical support (Tier 3 / escalation).
Extensive de-escalation and critical incident experience.
Mentorship or team-lead experience preferred.
Deep mastery of VoIP, UCaaS, or complex SaaS products.
Strong SIP, networking (QoS), and firewalls, packet capture skills.
Excellent communication and mentoring abilities.

🎁 Benefits

Competitive benefits and robust training program.
Inclusive offices fostering collaboration and connection.
Recognized Great Place to Work culture.
Equal opportunity employer.

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