Telavox

Support Engineer

• Providing second-line technical support to operator clients via tickets, phone, email, and chat — owning the dialogue and driving issues to resolution
• Troubleshooting API integrations, SIP/VoIP call flows, and backend system behaviour to identify and communicate root causes
• Performing database queries to investigate backend issues and provide engineering teams with precise technical insights
• Acting as a primary liaison between customers and engineering, escalating and prioritising complex issues
• Working alongside the team to build long-term technical trust with major platform clients
• Contributing to team knowledge, internal documentation, and FAQ resources based on real-world customer interactions
• Effectively utilising internal AI tools to accelerate troubleshooting and resolution
• Work under the direction of the Incident Management Lead to triage alerts, distribute workload, and drive parallel resolution tracks
• Contribute to real-time incident documentation — capturing timeline, actions taken, and impact
• Participate in post-mortem reviews and flag gaps or improvement opportunities in runbooks and playbooks
• Participate in the rotating on-call schedule (beredskap), approximately one week per month, responding to incidents outside business hours within agreed SLA targets

Tech Support Engineer – Incident Specialist