Application Support Engineer - UCaaS / VOIP

Job description

About Us: Cytracom delivers infrastructure software purpose-built to empower managed service providers (MSPs) and IT professionals (ITSPs) with cloud solutions that connect and secure both traditional and hybrid workforces. Our secure access service edge (SASE) solution provides identity-based network security and connectivity within a single platform that enables businesses to deploy zero-trust networks, enforce compliance and eliminate traditional firewalls and VPNs. Our unified communications suite (UCaaS) uniquely aligns with the operating needs of MSPs and enables their customers to experience seamless communication and collaboration regardless of physical location. Here's a closer look at this key role: The Application Support Engineer serves as a frontline technical expert for our UCaaS and VoIP platform, delivering fast, accurate, and customer-focused support to end-users and partners. This role plays a critical part in customer retention, product adoption, and overall experience by resolving issues efficiently and ensuring seamless communication services. You will be the first technical voice customers interact with, setting the tone for trust, clarity, and confidence in our platform. Success in this role directly impacts customer satisfaction, churn prevention, and long-term growth. Responsibilities: Provide world-class technical support through clear troubleshooting, proactive communication, and efficient resolution of voice, networking, and platform-related issues. You will: Diagnose and resolve VoIP, PBX, SIP, networking, and hardware-related issues Support customer onboarding and technical implementations Collaborate cross-functionally to resolve complex cases Follow structured escalation paths while owning customer outcomes This role requires technical curiosity, accountability, and a strong customer-first mindset. Technical Support & Troubleshooting Diagnose and resolve VoIP call quality issues (latency, jitter, packet loss, QoS, SIP signaling) Troubleshoot PBX configurations, call routing, device provisioning, and number management Support hardware setup including IP phones, routers, and networking equipment Assist with fax (Cfax) troubleshooting and integrations Work with third-party vendors and carriers when necessary to drive resolution Analyze logs, traces, and system behavior to determine root cause Ticket & Queue Management Manage Zendesk tickets, calls, and chats with strong prioritization skills Meet and exceed SLAs while maintaining high-quality documentation Own your backlog and proactively escalate risks to SLA compliance Maintain accurate case notes and technical documentation Customer Experience & Communication Communicate technical concepts clearly to both technical and non-technical customers Set expectations effectively and follow through until resolution Turn escalations into opportunities to reinforce trust Deliver high CSAT through professionalism and empathy Collaboration & Escalation Triage and escalate complex issues to T2/T3 teams when appropriate Provide complete technical context during handoffs Participate in daily stand-ups and team collaboration sessions Contribute to knowledge base improvements and documentation updates Operational Excellence Participate in an on-call rotation and meet escalation SLAs Continuously expand product and integration knowledge Contribute feedback to Product and Engineering based on customer trends Meet defined KPIs for resolution time, CSAT, ticket quality, and productivity Competencies: Ability to thrive under pressure Creative and analytical thinking Problem-solving mindset Self-managed Ability to multitask effectively Passion for technology and their work Working knowledge of Zendesk De-escalation techniques Strong empathy for the customer and the ability to tailor communication for the given audience Attributes: Self-disciplined Team player Detail-oriented Inquisitive nature Commitment to excellence Our Benefits: Medical, dental, and vision insurance is available 401K Disability and Life insurance Paid vacations and holidays Flexible PTO policy Casual, laid-back work environment Free refreshments Standing desks Cytracom, LLC is an Equal Opportunity Employer and supports a diverse, inclusive work environment. All qualified applicants will receive consideration for employment without regard to protected characteristics, including race, color, religion, sex, national origin, disability, veteran status, sexual orientation, gender identity or age.