As a part of Cleo’s support team, the Support Engineer is responsible for providing an expert level of technical support to customers, on a variety of product-related issues including product installation, configuration, operation, and testing. The Support Engineer is skillful in identifying, researching, and resolving both software and hardware problems.

What you will be doing:

• Troubleshoots and develops technical solutions related to software and setup errors for
• customers.
• Creates and carries out test scenarios to duplicate identified problems.
• Creates workaround procedures when standard procedures have failed and ensures issues are resolved in a timely fashion.
• Escalates urgent problems requiring more in-depth knowledge.
• Ensures electronic knowledge base is utilized effectively and is maintained and expanded
• over time.
• Works directly with the customer to suggest improvements to the environment of the
• installed products.
• Proactive thinker with a proven ability to follow up after crises to provide long term
• solutions.
• Participate in on-call rotation to provide after-hours support

Your Qualifications:

• Bachelor’s degree in Computer Information Technology or related field preferred.
• Experience providing top-tier customer service in a professional environment.
• Prove understanding of Windows Server, SQL server, and networking concepts
• Experience configuring printers/faxes.
• Experience working directly with customers via phone, email, or remote access.
• Technical support experience preferred.
• Ability to problem solve networking and communication concepts effectively.
• Excellent verbal and written communication skills.
• Previous experience with Dialogic SR140 and/or Freeswitch a plus.
• Previous experience with Dialogic/Sangoma gateways a plus.
• Basic PBX, SIP, and FOIP knowledge a plus.

A few things we have to offer:

• Competitive base salary + commission
• Great Healthcare + Dental + Vision plans available
• Flexible PTO offerings with focus on life-work balance
• Culture of support and development
• 401k match
• FSA and HSA options
• Employee Assistance Program
• Paid Parental Leave
• Remote work environment
• Representing a company with 4,000+ clients and a 99% retention rate
• Accelerated title and salary growth potential
• A fun and energetic work environment that makes you excited to go to work every day

Cleo Communications, LLC is an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability status, protected veteran status or any other characteristic protected by law.

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