• Specializes in providing Region level hardware and software support for the color production products. • Provides remote and on-site technical direction and diagnostic assistance to service technicians in resolving complex or unusual hardware or software failures or problems. • Assignments are typically "escalated" in nature and non-routine. • Serves as the Level 1 link in the problem escalation & resolution process. • Serves as the Region communication link for disseminating critical technical information. • Provides Region level specialist support. • Serves as the Region Level 1 support link for all production color related technical issues. Delivers support both in person and by phone. • Provides remote and on-site technical direction and diagnostic assistance to PC service technicians in resolving complex or unusual hardware or software failures or problems. • Communicates regularly with Help Desk regarding new technical problems and fixes. • Conducts technical seminars focusing on enhancing knowledge/skill level of service technicians.

• Serve as the first point of contact for customers seeking technical assistance over the phone or email. • Assist with technical support questions regarding issue status, password resets, software issues, system and network status, change inquiries, and general questions via telephone, chat, and ServiceNow. • Perform remote troubleshooting through diagnostic techniques and pertinent questions. • Utilize inbound and outbound phone calls, remote access to client PCs, 3rd party admin applications and email to resolve customer issues. • Follow knowledgebase articles and solve technical problems on computer hardware equipment, software, computer devices, components, network devices, and network connectivity. • Determine the best solution based on the issue and details provided by customers. • Work closely with leadership to continuously improve customer support and satisfaction. • Walk the customer through the problem-solving process. • Direct unresolved issues to the next level of support personnel. • Provide accurate information on IT products or services. • Record events and problems and their resolution in logs. • Follow-up and update customer status and information. • Pass on any feedback or suggestions from customers to the appropriate internal team. • Identify and suggest potential improvements to procedures. • Additional responsibilities include participation in data recovery operations and continuous improvement efforts.

POSITION SUMMARY Broadvoice is seeking a Technical Support Specialist with strong VoIP knowledge and SIP trunking troubleshooting experience to join our growing team. In this technical, customer-facing role, you’ll work directly with business clients via phone, chat, and email to resolve complex issues—particularly those related to call flow, SIP signaling, and voice service performance. If you’re passionate about problem-solving and want to make a meaningful impact in a fast-paced, customer-focused environment, we want to hear from you. KEY RESPONSIBILITIES - Serve as a Broadvoice brand ambassador by embodying our core values and delivering exceptional customer support - Research, diagnose, and resolve technical issues—particularly those involving SIP signaling, RTP, and call logs in VoIP/SIP trunking environments - Troubleshoot call failures using logs and diagnostic tools; identify root causes for quality or connectivity issues in SIP environments - Accurately document and track issues using our internal ticketing system - Identify and escalate bugs or defects; document feature requests to help improve our product ecosystem - Create and contribute to knowledge base documentation and support the enablement of peers with up-to-date technical info - Communicate real-time insights with your team through collaboration tools like chat and internal channels - Actively grow your technical knowledge with training, manuals, industry publications, and hands-on experience - Take on additional duties and special projects as assigned QUALIFICATIONS - Strong knowledge of VoIP technologies (SIP, RTP, NAT traversal) and experience in SIP trunking environments - Demonstrated experience troubleshooting SIP signaling and interpreting call logs, preferably with platforms like Metaswitch - Understanding of network fundamentals, router configurations, and basic IT concepts - Strong English communication skills—written, verbal, and in live customer interactions - Ability to manage time effectively and stay detail-oriented in a fast-paced support environment - Previous experience in a Tier 2 or higher technical support role in a VoIP, telecom, or unified communications setting is preferred WHY BROADVOICE 🚀 Grow Your Career Whether you’re interested in advancing technical skills, developing leadership acumen, or exploring new areas, we support your career journey with clear growth paths, access to learning resources, and mentorship. 🏡Enjoy Flexibility We know life happens outside of work. Our remote-first approach and focus on work-life harmony let you thrive in all areas of your life. 🤝 Community & Culture Be part of a team that values diversity, inclusion, and a sense of belonging—where your contributions make a real difference. 🌟 Make an Impact With us, your ideas are heard, and your work is meaningful. As a member of our team, you’ll play a central role in building a more reliable and process-oriented infrastructure for Broadvoice’s future. Are you ready to join a passionate and talented team to build the future of Broadvoice? If you’re a strategic thinker, a collaborative, and have a talent for driving impactful results, we’d love to meet you! Apply now to become part of a forward-thinking company that’s growing and empowering its people across all roles and departments.

• Own inbound support tickets during EMEA hours from first response through resolution, meeting SLA targets independently • Dig into integration issues across Socket's GitHub App, CLI, API, and CI/CD pipeline checks by reading logs, tracing webhook failures, inspecting JSON payloads, and reproducing edge cases • When something needs to go to Engineering, send it with everything they need: repro steps, scan output, environment details, and your best hypothesis • Understand package ecosystems well enough to explain scan results, manifest files, lockfile behaviors, and flagged risks to both developers and security stakeholders • Build out support resources including runbooks, troubleshooting guides, and Zendesk macros for common issues • Spot patterns in tickets and bring recurring issues and undocumented edge cases back to the Customer Engineering and Product teams • Keep the broader team in the loop with clear, thorough handoffs