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Technical Support Engineer (2600Hz)

Remote, US

Here at Ooma we empower people to connect in smarter ways. We do this by creating powerful communication experiences through our cloud-based platform to bring people together at work and at home. Our solutions help small business owners stay connected with their customers and manage their businesses from anywhere. For larger companies we provide customized unified communications solutions to meet their unique needs. At home, we help our customers connect with their loved ones by providing the #1 rated VoIP phone service available. We also provide them with peace of mind through our innovative smart home security solution. At Ooma, all our products and services are priced competitively, because we believe advanced technology should be accessible to all. 

Why work at 2600Hz? 

2600Hz embodies a healthy mix of start-up culture and established software company. As we were an entirely self-funded company for our first ten years of operation, we run lean and mean, but also have a mature product for you to work with. Everyone on the 2600Hz team is motivated, excited to tell the world about our product, and loves jumping in to help our clients every day - Work is work, but it is better when you enjoy the people you work with and projects you are working on. Additionally, you would be contributing to the growth of one of the largest open-source telephony projects out there. 

We have always maintained a large remote presence, and our culture has always been supportive of remote employees. 

About the Role:  

Ooma is hiring for a Technical Support Engineer position reporting to the Technical Customer Support Manager, on the 2600Hz Customer Support team. In this role you will be part of a support team geared towards constant learning and improvement that bridges gaps between Support, Ops, and Engineering to build the best customer support experience we can. Duties will include analyzing logs and diagnosing various issues, handling requests and calls from resellers, determining proper escalation paths when needed, working directly with carriers and third-party integrators, as well as assisting Kazoo Engineers with identifying necessary code changes.  

What you will do:  

  • Answer incoming technical support calls from 9am - 5:30pm EST 
  • Provide troubleshooting and assistance for 2600Hz Kazoo VOIP services 
  • Manage 3rd party Carrier tickets 
  • Porting 
  • CNAM Updates 

Experience we are looking for:  

  • 2+ years customer facing telecommunications support 
  • Excellent listening and communications skills, both verbal and written 
  • Strong customer relationship building skills 
  • Strong technical & diagnostic skills 
  • Self-motivated, detail oriented, team player 

Nice to have Experience:  

  • Managing numbers/services in carrier portals 
  • Supporting end users of a Kazoo Cluster 
  • Diagnosing VOIP services using network monitoring, SIP signaling, packet captures, etc. 
  • Using Postman/cURL/etc. with JSON APIs 

What we offer: 

Working at Ooma(2600Hz) means being a team player, while allowing your individual voice to come through. Plus, you will receive competitive compensation, benefits, and generous company perks. 

  • Comprehensive Medical/Dental/Vision insurance for you and eligible dependents 
  • HMOs, a PPO, or HDHP (including HSA, which Ooma helps fund) 
  • Vacation time, sick time, paid company holidays  
  • 401k & employer match  
  • Income Protection Benefits (Basic Life and AD&D, Short- and Long-term disability) 
  • Commuter benefits  
  • Employee Stock Purchase Plan (ESPP) 
  • Employee Assistance Program 
  • Life Balance benefits with Travel assistance services and Identity theft and will preparation services 
     

Ooma is an equal-opportunity employer committed to recruiting, employing, retaining, promoting, and otherwise treating all employees on the basis of merit, qualifications, and competence. We do not discriminate on the basis of any trait or characteristic protected by applicable federal, state, or local laws.

 

The base salary range for candidates within the United States is listed below. Actual base pay will depend on a variety of factors such as education, skills, experience, specific location, etc. The base pay range is subject to change and may be modified in the future. Regular employees may also be eligible for bonus(es), sales incentive(s) (target included in OTE) and/or stock in the form of Restricted Stock Units (RSUs).

United States Pay Range

$24 - $26 USD

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