Support Engineer (Voice Technology) Lisboa

Support Engineer (Voice Technology)
Lisboa
Lisboa, Lisboa, Portugal

Overview

At Secure
Co, we’re at the forefront of enterprise voice technology solutions, delivering
- critical communication infrastructure to businesses worldwide. We’re a leading provider of Vo
IP and voice technology services, with a mission to ensure seamless, secure, and reliable communication for our enterprise clients. We stand out for deep technical expertise and an unwavering commitment to excellence in voice technology, delivering
- availability solutions that our clients depend on.

As we expand our global reach, we’re looking for talented professionals to join our distributed support team. If you’re technically skilled,
- focused, and passionate about solving complex voice technology challenges, we’d love to have you on board.

About The Role

As our Support Engineer (Voice Technology), you’ll be the technical expert our enterprise partners and vendors rely on for Level 2 and Level 3 support with their voice technology solutions. You’ll handle complex technical troubleshooting, perform configurations and implementations, and ensure our customers receive
- class technical support.

You’ll play an important role in maintaining customer satisfaction through efficient problem resolution, proactive technical guidance, and autonomous
- solving. You’ll work almost independently with minimal overlap with other teams, handling a manageable volume of complex technical issues (typically a few tickets per day).

You’ll need strong technical skills in Vo
IP/SIP telephony, excellent
- solving abilities, and the confidence to work autonomously while collaborating effectively with global teams. Your ability to quickly research new technologies and provide expert recommendations will be essential for success in this role.

This position is ideal for someone with proven B2B enterprise support experience, deep knowledge of voice technology infrastructure, exceptional
- level English communication skills, and a passion for delivering technical excellence in an autonomous work environment.

Mission

The primary mission of our Support Engineer is to provide
- quality Level 2 and 3 technical support that ensures our enterprise partners’ voice technology solutions operate seamlessly and reliably. You’ll be responsible for maintaining our reputation for technical excellence while working autonomously to resolve complex technical challenges.

General responsibilities

• Perform Level 2 and Level 3 technical troubleshooting of complex customer issues and faults
• Provide efficient customer support via Service Desk software, email, and phone
• Execute configuration and implementation of customer solutions
• Work autonomously with minimal overlap with other teams
• Handle a manageable volume of complex technical issues (typically a few tickets per day)
• Collaborate with enterprise vendors and partners as required
• Produce and maintain technical documentation for knowledge bases
• Ensure quality of implementation and technical deliverables
• Provide subject matter expertise when needed
• Maintain ongoing technical ownership and oversight of implemented solutions
• Research new products and technologies to provide business recommendations

Overall, the Support Engineer plays an important role in driving customer success and maintaining Secure
Co’s reputation for technical excellence by delivering exceptional support and ensuring the reliability of our voice technology solutions.

Position specifications

• Full-time commitment and 8 hours per day
• Availability during European office hours (approximately 8 to 10 AM start time)
• Competitive salary with a fixed salary and potential for additional benefits
• Full employee status with payroll management and employment benefits
• Paid annual leave and sick leave
• Standard notice period per employment contract

Requirements

About You

As our Support Engineer, you need to be technically skilled, analytical, and
- focused. You should be able to handle multiple complex technical issues, work autonomously when required, communicate effectively with diverse stakeholders, and consistently deliver
- quality technical solutions.

You should have extensive experience in B2B enterprise support environments and deep knowledge of voice technology infrastructure, particularly Vo
IP technologies. You should approach problems systematically and be comfortable working autonomously with minimal team overlap, ensuring every solution is thoroughly researched and optimized for
- term reliability while meeting immediate customer needs.

You’ll need to be highly autonomous and able to take complete ownership of technical issues from start to resolution. Strong critical thinking and a focus on customer satisfaction are key. You must be comfortable managing your workload independently with exceptional
- level English communication skills for interacting with enterprise vendors and partners.

The ideal candidate thrives on solving complex technical challenges and genuinely cares about delivering exceptional customer experiences through reliable voice technology solutions. Strong analytical skills, technical
- solving abilities, communication skills, and the ability to work under pressure are essential to success in our collaborative team environment.

Key traits

Our ideal Support Engineer will demonstrate excellent technical
- solving skills, attention to detail, and the ability to deliver solutions that meet both immediate needs and
- term reliability requirements. You’ll need to manage your time effectively, take initiative when technical issues arise, and work autonomously while maintaining service quality. Exceptional
- level English communication skills are essential for working with enterprise vendors and partners.

Key requirements

• Minimum 4 years of experience in B2B
  - level support with Vo
  IP technologies
• Proven experience supporting complex B2B infrastructure, network, and/or voice solutions with high availability requirements
• Strong
  - on technical skills for analyzing and resolving complex problems
• Working experience with Vo
  IP/SIP Telephony (Oracle SBC knowledge highly desirable)
• Deep understanding of SIP protocol and Vo
  IP/SIP Architecture and Design
• Bachelor's degree or equivalent tertiary qualification
• Exceptional
  - level English communication skills
• Self-starter with proven ability to work autonomously with minimal team overlap
• Team player motivated by achieving clearly stated stretch goals
• Excellent time management and organizational skills
• Diplomatic and persuasive communication style
• Ability to quickly research new products and technologies
• Mid to senior level experience and expertise

Highly beneficial experience

• Fin
  Tech environment experience
• PCI (Payment Card Industry) standards and compliance knowledge
• v
  Sphere and VMware products
• DNS and network technologies
• Cloud-based products and services
• Orchestration and automation (Dev
  Ops) exposure
• Software engineering concepts understanding
• Telecommunications domain experience

Benefits

• Competitive annual salary with potential for additional benefits
• Full employee status with comprehensive payroll management and employment benefits
• Flexible work environment with remote work opportunities
• European office hours (8 to 10 AM start time)
• Professional development and continuous learning opportunities
• Working with
  - edge voice technology solutions
• Autonomous work environment with minimal team overlap
• Direct impact on customer success and business growth
• Opportunity to work with
  - level clients and complex technical challenges
• Career advancement opportunities within a growing technology company
• The chance to be part of a team that's shaping the future of enterprise communications