Technical Support Engineer

Who You Are
Interested in providing technical telephony support to customer support teams, be a primary point of contact for customers and liaising between teams to facilitate the deployment of solutions?

As a Technical Support Engineer, you would manage customer requests by identifying their needs, communicating the requirements to internal engineering teams, and conceptualizing the appropriate solutions required. You would use custom Linux and web-based user interface monitoring tools to troubleshoot Session Initiation Protocol (SIP) and TCP/IP related issues and accurately interpret errors.

• Support primary client-facing team members in designing and implementing complex customer features such as voice menus, recording features, application configuration, and VoIP connectivity including coordinating deployments with internal teams.
• Troubleshoot phone call traffic (VoIP audio and SIP signaling), network connectivity, web services, and software applications.
• Assist customers in troubleshooting and testing new products, features, configurations and connectivity including after-hours customer equipment load testing.
• Develop, implement, and utilize monitoring tools to identify and correct customer and internal issues as they arise.
• Work closely with internal product and development teams to test and deploy application updates in production environments.
• Contribute to internal knowledge base by documenting features, configurations, and troubleshooting steps to improve efficiency.
• Assist in training new and existing team members on Vail’s products, functionality, and system architecture.

Qualifications:
We encourage you to apply if you think your experience may be a match, even if you do not meet all of the qualifications.

• A Bachelor’s degree in Networking, Computer Science, Information Technology, Telecommunications, or a related field.
• 2+ years of experience in a technical support role if the candidate earned a technical degree.
• 3-4+ years of experience in a technical support role if the candidate earned a non-technical degree.
• Experience managing enterprise-level telecom/telephony infrastructure.
• Proficiency with Linux operating system and command line.
• Familiarity with networking and software application development.
• Knowledge of SIP.
• Experience working in a technical client-facing role.
• Excellent verbal and written communication skills, including technical writing.
• Linux certifications such as CompTIA Linux+, LFCE, LFCS, RHCSA, RHCE, etc., preferred.
• Experience using scripting languages such as shell, perl and Python for automating tasks, preferred.
• Experience supporting large-scale technical projects from end-to-end, preferred.

 Who We Are 

 At Vail, we believe in the unique power of voice interactions to create more expressive, more intimate, and more efficient interpersonal interactions. Using Vail technology, we make millions of voice interactions better every day. We process around 10% of all toll-free call traffic in the U.S; 1 in 10 times when someone calls a customer support hotline Vail is routing or interacting with that call. 

We are rapidly growing across multiple dimensions, including our customer base, the scope of products we offer, and the size of our team. Now is the right time for a strong candidate to join and grow with us. We have a supportive culture where employees are encouraged to achieve both personal and team goals because we believe growth leads to both business impact and personal fulfillment.  

We offer competitive compensation and affordable benefits with flexibility and choice to meet individual and family (including Domestic Partnerships) needs including: 

• Multiple medical, dental, and vision plan options
• Company-paid life insurance, short and long-term disability
• 401(k) retirement savings plan with company match every pay period (50% on first 6% of employee contribution)
• 31 days PTO
• Annual Bonus Program
• Paid maternity and paternity leave
• Relocation allowance
• Employee referral bonus
• Gym membership
• Access to LinkedIn Learning

We are striving to implement and sustain an inclusive and equitable work environment for all employees by sourcing underrepresented groups and continually empowering those individuals within our organization to further enrich Vail’s communication solutions. We recognize that equitable and unique individuals benefit our teams’ problem-solving, innovation and development efforts.  

COVID-19 
Vail’s offices are located in Deerfield, IL, and Chicago, IL. We will continue to interview and onboard employees remotely during this unprecedented time. We are not requiring employees to come into our offices at this time. Once the pandemic ends, we will observe a hybrid work arrangement giving employees continued flexibility to come into the office based on personal, team, and business needs.  

#Dice