Voice Systems Engineering

General

• Own the day-to-day resolution of technical issues from help desk tickets submitted by customers, advisors, and other marketplace users
• Diagnose root causes using logs, tools, and platform knowledge
• Distinguish product/system issues from user error or isolated incidents
• Triage and route confirmed issues to appropriate internal teams and monitor them through resolution
• Lead or assist root cause analysis for major disruptions
• Correlate product releases and deployments with emerging ticket trends and identify possible regressions
• Act as an informal QA layer across customer- and advisor-facing tools
• Maintain current knowledge of core platform functionality
• Create and maintain troubleshooting documentation, SOPs, and escalation procedures
• Provide white-glove support for VIP users
• Partner with engineering, QA, product, and other internal departments to advocate for systemic fixes
• Use ticketing data to identify trends and prioritize engineering investment
• Own and manage the IT ticketing system
• Perform helpdesk operations including onboarding/offboarding, account management, hardware troubleshooting, software licensing, SaaS provisioning and administration, equipment purchasing, and shipping

Technology Support Lead