Focus Group

Technical Support Engineer – Cloud & AI Voice Systems

Focus Group

full-time

Posted on:

Location Type: Remote

Location: United Kingdom

Visit company website

Explore more

✨ AI Apply
Apply

Tech Stack

CloudFirewallsVoIP

About the role

  • **Remote Support & Troubleshooting**
  • - Resolve customer issues across cloud telephony and AI voice platforms.
  • - Handle helpdesk calls, emails, and tickets with speed and clarity.
  • - Escalate complex cases while maintaining full ownership until resolution.
  • **Cloud & AI System Configuration**
  • - Deploy and configure customer systems remotely, including users, call routing, and integrations.
  • - Set up and optimise AI voice agents and automated workflows.
  • - Test systems thoroughly and document all configurations.
  • **Customer Success & Training**
  • - Provide proactive updates and maintain strong customer relationships.
  • - Deliver remote training and guidance for users of all technical levels.
  • - Create clear reports, documentation, and troubleshooting records.
  • **Collaboration & Continuous Improvement**
  • - Work closely with engineering teams to improve systems and processes.
  • - Support ongoing enhancements to AI voice solutions

Requirements

  • **Essential Skills & Experience**
  • - Experience in technical, telecoms, or IT support roles.
  • - Knowledge of cloud telephony, VoIP, SIP, and call routing concepts.
  • - Strong troubleshooting and diagnostic skills.
  • - Confident in communicating with non-technical users.
  • - Skilled at managing multiple support requests efficiently.
  • **Desirable**
  • - Exposure to AI voice agents or conversational AI platforms.
  • - Experience configuring cloud or SaaS systems.
  • - Basic networking knowledge (IP, routers, firewalls).
  • **Personal Attributes**
  • - Customer-focused with a proactive, service-driven mindset.
  • - Calm, methodical, and accountable problem solver.
  • - Works independently yet thrives in a collaborative, remote team.
  • - Eager to learn and embrace new technologies.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
cloud telephonyVoIPSIPcall routingtroubleshootingdiagnostic skillsAI voice agentsconversational AIconfiguring cloud systemsbasic networking
Soft Skills
customer-focusedproactive mindsetcalm problem solvermethodicalaccountableindependent workercollaborativeservice-drivencommunication with non-technical usersmanaging multiple support requests