• Provide direct technical support to customers via phone, email, and ticketing systems • Troubleshoot and resolve complex hardware, software, and network issues • Install and configure DTiQ systems remotely • Escalate issues when necessary and collaborate with internal teams to ensure resolution • Maintain ticket queue performance and meet SLA and productivity targets • Document issues and solutions clearly and accurately • Schedule as needed

• Investigate escalated voice-quality issues • Troubleshoot call routing and telephony behavior across SIP, VoIP infrastructure, and WebRTC applications • Analyze logs, signaling data, and call traces to identify root causes of calling issues • Lead technical troubleshooting sessions with customers • Maintain strong communication throughout investigations • Collaborate with Engineering and Product teams to diagnose platform-level issues • Train frontline support teams on voice-quality troubleshooting and escalation best practices • Monitor support trends and identify recurring voice-quality issues

• Own 2nd/3rd line escalated support cases for x-hoppers customers and internal teams. • Troubleshoot VoIP, SIP provisioning, DECT, hardware, and IP networking issues. • Validate configurations and support complex customer or deployment scenarios. • Coordinate with Engineering and Product on issues requiring deeper investigation or fixes. • Advise 1st line support and help improve troubleshooting paths for recurring problems. • Document root causes, known issues, and repeatable fixes in internal knowledge materials. • Support deployment readiness and technical handover where escalation knowledge is needed. • Communicate clearly with technical and non-technical stakeholders during incidents.

• Ефективна комунікація з клієнтами для швидкого вирішення технічних питань • Обробка зовнішніх та внутрішніх звернень пов'язаних з налаштуваннями та роботою сервісів компанії • Аналіз та пошук помилок по запиту інших команд