Support Engineer – Telephony

Stellenbeschreibung:

Configure phone systems for customers
Independently handle support tickets of all complexity levels
Find fast, sustainable solutions to technical issues
Provide phone support to customers during peak periods and critical situations
Work closely with the Development and Customer Success teams
Share technical feedback gathered through customer interactions
Contribute to customer satisfaction and product quality

Requirements

Hands-on experience with phone systems
Experience setting up and reconfiguring business telephony systems
Experience with cloud phone systems (e.g., Placetel, Sipgate, 3CX, Starface) or on-premises systems (e.g., Auerswald, Agfeo, Telekom systems)
Knowledge of SIP trunking, extensions, hunt groups, call forwarding, outside-line access, and codecs
Systematic troubleshooting skills
Ability to analyze logs, reproduce errors, and identify their root causes
Clear, empathetic, and understandable verbal and written communication
Fluent German language skills
Ability to quickly familiarize yourself with unfamiliar phone system configurations
Willingness to learn and a growth mindset
Openness to feedback and new approaches to problem-solving

Core Competencies

Demonstrates hands-on experience with phone systems, including cloud and on-premises configurations, while effectively troubleshooting technical issues and providing exceptional customer support. Fluent in German, with strong communication skills and a commitment to continuous learning and improvement.