• Serve as the first point of contact via phone, email, chat, and ticketing systems. • Own, update, and resolve support tickets from start to finish. • Provide clear, professional, and timely updates to customers. • Meet established response and resolution SLAs. • Support and troubleshoot: - Internet connectivity and WAN outages - ISP degradation and circuit issues - VoIP, SIP, RTP, and PBX-related issues - Call quality, registration, and audio problems - LTE failover (Cradlepoint devices) - UniFi switches, gateways, and access points - Grandstream VoIP phones and devices - General LAN/WAN networking issues • Monitor alerts, dashboards, and ticket queues. • Prioritize customer-impacting incidents. • Escalate complex issues to Level 2 support, engineering teams, vendors, or carriers as needed. • Maintain ownership of issues until fully resolved or reassigned. • Track escalations through completion. • Provision and support UniFi networking equipment. • Configure VoIP users, extensions, call routing, and PBX systems. • Support Grandstream devices and Cradlepoint LTE failover deployments. • Create scopes of work for onsite technicians. • Coordinate Field Nation dispatches and installations. • Verify job completion and documentation. • Follow established SOPs and knowledge base documentation. • Document troubleshooting steps clearly and accurately. • Participate in training sessions and continuous learning. • Utilize downtime for technical upskilling and documentation review.

• Triage and own technical support tickets from enterprise customers • Investigate incidents methodically • Write clear internal notes and handover documentation • Attempt repros of customer issues • Escalate to engineering when warranted • Contribute to the team's shared knowledge base • Be a calm, professional voice for customers

• Lead, develop, and support a global team of Support Engineers and Technical Support Leads. • Ensure incidents, service requests, and escalations are managed effectively and in line with service commitments. • Drive operational excellence and continuous improvement across support processes and tools. • Monitor team performance and support achievement of key service metrics. • Partner with Product, Engineering, Professional Services, and Customer Success teams to improve customer outcomes. • Promote knowledge sharing and ensure the maintenance of high-quality internal and customer-facing documentation. • Support workforce planning, onboarding, coaching, and career development activities. • Build strong relationships with strategic customers and key internal stakeholders. • Foster a collaborative, customer-focused, and high-performing team culture.

• Lead, develop, and support a global team of Support Engineers and Technical Support Leads. • Ensure incidents, service requests, and escalations are managed effectively and in line with service commitments. • Drive operational excellence and continuous improvement across support processes and tools. • Monitor team performance and support achievement of key service metrics. • Partner with Product, Engineering, Professional Services, and Customer Success teams to improve customer outcomes. • Promote knowledge sharing and ensure the maintenance of high-quality internal and customer-facing documentation. • Support workforce planning, onboarding, coaching, and career development activities. • Build strong relationships with strategic customers and key internal stakeholders. • Foster a collaborative, customer-focused, and high-performing team culture.