Level 3 Support Engineer

Location: Must be located in Atlanta and a reasonable commuting distance to Peachthree Corners area for a hybrid in-office/at-home work.
Hours: Monday - Friday, 8:00AM to 5:00PM (In Office Tuesday and Wednesday; Evening Shift from 11:00AM to 8:00PM and Rotating Friday Evening Shift)

Role Overview

As a Level 3 Support Engineer you’ll be the final escalation point for technical issues affecting our top-tier customers on the Ringover cloud-calling platform. You will troubleshoot complex voice, messaging, and API-driven workflows, deep-dive into logs and JSON payloads, and partner directly with Software Engineering to isolate defects and ship fixes. Your time will be split between reactive case work (all severities for our top 20 enterprise clients) and proactive platform improvements, with a strong emphasis on mentoring Level 1/2 agents.

Key Responsibilities

• Advanced Case Handling — Own and resolve P1–P4 tickets for designated strategic accounts. Capture detailed repro steps, gather logs, SIP traces, and JSON responses; deliver clear RCA summaries to clients.
• Dev-Team Liaison — Reproduce bugs in staging, document findings, file Jira stories, and confirm fixes. Participate in daily stand-ups and post-mortems.
• Configuration & Change Management — Implement complex tenant settings (IVR, smart routing JSON, webhooks, API keys) while following change-control policies.
• Observability & Continuous Improvement — Build and maintain Grafana dashboards, define alert rules, and surface chronic issues or usage trends to Product.

Required Skills & Experience

• 5+ years in telecom or VoIP SaaS support with at least 2 years in a Level 3 / escalation role or 5+ years in Escalated Support for Software or CCaaS with at least 2 years in Level 3 / escalation.
• Expert troubleshooting of SIP, RTP, WebRTC, and REST/GraphQL APIs
• Comfort reading/editing JSON payloads and using tools like cURL or Postman
• Hands-on experience with Grafana, Loki/Prometheus, and log-aggregation pipelines
• Solid grasp of the software SDLC and chain-of-command in an agile environment; able to triage issues vs. bugs vs. feature requests
• Demonstrated self-starter: you absorb documentation, lab setups, and training modules independently and share knowledge
• Clear, concise technical writing and customer-facing communication (English)

Nice-to-Have

• Familiarity with Zendesk portal
• Scripting experience (Python, Bash, Node) for log parsing or API automation
• Experience supporting WebSockets, STUN/TURN, or media gateways

Success Indicators (First 6 Months)

• Resolve the majority of top-tier tickets without Engineering intervention
  
• Publish KB articles or runbooks that reduce Level 1/2 escalations

What’s on offer:

• Health with 90% employer participation for employee coverage only or 70% employer participation for a coverage including spouse and/or children, subject to specific terms and conditions and plan changes
• Dental and Vision coverage with 80% employer participation for employee coverage only or 50% employer participation for coverage including spouse and/or children, subject to specific term and conditions and plan changes
• 401K: Eligibility upon hire.
• Short/Long term disability policy
• Paid time off: Paid time off, including both vacation and sick leave, accrued at a rate of 20 days per year (1.67 days per month) + 7 federal holidays + 1 flexible day off.
• Hybrid working environment from our offices in Atlanta
• Laptop, headset, and other work equipment provided
• Annual seminar in Europe

We’re an equal-opportunity employer and value diversity in all forms. If you’re passionate about flawless voice experiences and enjoy diving deep into packets and JSON, we’d love to meet you.