Support Engineer

• Lead and coach the Technical Operations team across overlapping shifts, providing regular feedback, performance reviews, and supporting hiring and onboarding.
• Drive operational excellence by managing ticket flow, triage, and escalations, ensuring SLA compliance and improving key metrics such as AHT, resolution time, and CSAT.
• Act as the primary escalation point for complex VoIP and network issues, troubleshooting SIP, call quality, SBCs, gateways, IP PBXs, APIs, Messaging, and Fax services using tools like Autotask, Flowroute, NexVortex, Polestar, and Homer.
• Develop and deliver training programs with the Makati trainer, identifying performance gaps, and implementing process improvements—including a structured training template within 6 months.
• Collaborate with cross-functional teams to resolve recurring issues, communicate trends and outages to leadership, and provide clear, proactive updates when managing up.

Technical Support Supervisor

Cloud Support Engineer