About the role
The Lead Technical Support Engineer (Tier II) serves as a senior technical resource, driving the resolution of complex customer issues, leading technical investigations, and supporting the success of the Customer Care organization. This role partners closely with Engineering, Product, Customer Success, and external partners to resolve high-impact escalations, improve support processes, and enhance product quality. In addition to providing advanced technical expertise, the Lead Technical Support Engineer mentors fellow engineers, promotes operational excellence, and helps shape support strategy through documentation, knowledge sharing, and continuous process improvement. This role plays a critical part in delivering exceptional customer experiences while driving organizational growth and product reliability. Duties and
Responsibilities: Lead the investigation and resolution of complex technical issues escalated from Tier 1 and Tier 2 support teams. Act as the primary technical owner for high-priority customer escalations, coordinating efforts across Engineering, Product, Infrastructure, and third-party partners. Perform advanced troubleshooting using logs, network traces, APIs, databases, and platform diagnostics to identify root causes. Handle advanced cloud telephony and VoIP troubleshooting, including SIP, WebRTC, PSTN, BYOC, SBC, call routing, call quality, connectivity, IVRs, DTMF, transfers, and call recording. Analyze SIP call flows, signaling, media paths, and carrier traces to isolate failures across customer networks, cloud infrastructure, and telecommunications providers. Partner with carriers and service providers to troubleshoot routing issues, number provisioning, CNAM, STIR/SHAKEN, SIP trunking, toll-free services, DID management, and voice network performance. Utilize network diagnostic tools such as Homer, HAR captures, PCAPs, traceroutes, and browser diagnostics to troubleshoot real-time communications. Collaborate with Engineering to validate defects, reproduce issues, prioritize fixes, and communicate technical findings. Provide technical leadership during customer meetings, incident bridges, and post-incident reviews. Mentor and coach Technical Support Engineers by providing guidance, knowledge sharing, and case reviews. Identify trends across support cases and recommend improvements to product stability, tooling, and operational processes. Create and maintain technical documentation, troubleshooting guides, runbooks, and knowledge base articles. Drive continuous improvement initiatives that increase support efficiency and reduce customer impact. Partner with Customer Success, Sales, Professional Services, and Product Management to address customer-impacting technical challenges. Support major incidents through technical coordination, stakeholder communication, and post-incident analysis. Contribute to onboarding, technical training, and development of new support engineers. Core Competencies: Fluent in English; Excellent written and verbal communication skills; Previous experience in a client-facing technical role for a product business; Strong problem-solving, decision-making, and critical-thinking skills; Ability to make sense of something complex and explain it in plain English; Professional, courteous and committed to providing amazing customer support; Open-minded, positive and keen to learn; Great attitude, team player; Willing to work flexible hours; Keen to mentor and help train junior team members; College degree. Pay Range (OTE Pay) : $60,132 - $109,990 Other Types of Pay : Based on level and role the employee may be eligible for long term incentives in the form of equity and short term incentives of either
