Posted Yesterday•Remote
Customer Support Engineer
MiddleRemoteSalary undisclosed
Required Skills
Next.js
Job Description
To own the front line technical support experience and deliver service excellence to our global customers and partners across Natterbox's SaaS products. As the primary technical interface into Natterbox Support, this role drives rapid first-contact resolution and high-quality troubleshooting across our Voice and AI-powered contact centre environment
This is an active, customer-first role: the Support Engineer takes end-to-end ownership of customer and partner inquiries, elevates trust across our global ecosystem, and empowers users through proactive education to safeguard platform reliability and deliver an exceptional customer experience at scale
Core Accountabilities:
- Omnichannel Triage & Incident Resolution: Manages all inbound customer and partner queries across Telephone, Live Chat, Email, and the Natterbox Help Centre, providing a prompt, empathetic, and professional first touchpoint.
- Technical Diagnosis: Investigates and diagnoses technical faults remotely across Hosted PBX configurations, IP telephony/SIP routing, Natterbox Mobile, call recording, and local client network environments.
- Case Administration & Escalation Management: Ensures all cases and client interactions are fully and accurately documented within our CRM (Salesforce) to maintain high-quality case histories. Coordinates seamless handovers for complex issues
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