• Manage Ting customer cases focusing on electrical fire hazard operations, mitigation, and sensor-related support activities, including after regular business hours as needed • Plan and coordinate support efforts related to mitigation activities with customers and contractor partners relating to Ting operations • Work with partners and customers to isolate and troubleshoot issues in the field • Data review and analysis • Technical project management • Assist with producing documentation related to processes used for training and support • Perform other duties as required

• Lead the design and maintenance of real-time voice systems • Ensure reliability, scalability, and security • Enhance voice quality and observability • Design, develop, and maintain SIP and RTP-based VoIP systems • Diagnose and resolve complex routing and signaling issues • Optimize network performance across critical protocols • Integrate and support PBX systems, SBCs, and modern cloud VoIP environments • Define and improve call quality metrics • Lead the architecture and deployment of advanced voice applications • Act as the final point of technical escalation for intricate VoIP incidents

• Take ownership of customer issues reported and see problems through to resolution • Study, diagnose, troubleshoot and recognize solutions to solve customer issues • Follow standard methods for proper escalation of unsolved issues to the appropriate internal teams • Provide timely and detailed feedback to customers • Ensure proper recording and closure of all issues • Prepare accurate and timely reports • Document knowledge in the form of knowledge base tech notes and articles

• Provide use case business case quantification by identifying the customer's business objectives and quantifying the benefits and ROI of use case implementation. • Designs and optimizes consulting delivery processes in coordination with internal teams to ensure seamless and consistent execution of use cases in support of customer objectives. • Leads and mentors Solution Consultants while ensuring alignment of team efforts with client goals and operating metrics. • Collaborate with Solution Consultants to create product roadmap, future state process flows, and implementation plan. • Supports the development of training and change management plans to drive the adoption of best practices. • Provides technical product and operational leadership throughout the solution lifecycle. • Evaluates emerging operational and technical opportunities and assesses and recommends future use case business cases. • Proactively engages with customers and supports decision-making with data-driven insights. • Ensures proactive issue resolution and continuous improvement in service delivery. • Supports the Solution Consultants with the development of sustainable mechanisms to monitor KPIs and SLAs that provide measurable value creation and performance tracking for steady state operations. • Travel up to 50% to engage with clients and stakeholders.