We're on a mission to transform global workplace communication, and we need your help. How do you prefer to collaborate with your colleagues? By phone, video, instant message, or even text? fuze is making it easy for businesses to embrace the modern, mobile workforce. We offer a single cloud-based platform that includes these technologies and more for simple, smart communication that works. Headquartered in Cambridge, MA with offices and customers worldwide, we're growing at a lightning-fast speed to meet the demands of the evolving unified communications as a service (UCaaS) market.

Up to 75% travel - Field position

Global Escalation Engineer

The Role:
As a member of the Global Technical Support Organization, the Global Escalation Engineer provides onsite, hands on technical expertise and troubleshooting of the most complex customer problems. This role will investigate Fuze network, device, software, and application issues. The ability to multi-task and prioritize customer demands as well as maintain a professional attitude in a dynamic, fast-paced environment is a must.

What You’ll Do:

• Travel to customer locations and perform advanced problem resolution
• Assist customers during their most critical issues
• Represent Fuze providing hands on technical ownership and management of technical escalations within the Critical Account Team
• Collaborate with Fuze Critical Account Managers and Tier 3 & 4 Engineers to manage customer expectations and ensure customer satisfaction
• Troubleshoot call quality issues as well as device, network, and application layer issues within customer network, desktop, and phone environments
• Act a UCaaS (Unified Communications as a Service) subject matter expert
• As a UCaaS Subject Matter Expert, provide guidance to best practices on suggested policy and procedural changes based on escalations to improve processes and user experience.
• Document findings for Customer and Critical Account Team staff
  
  

Who You Are & What We Need:

• Bachelor’s degree and minimum of 5+ years’ experience supporting IP based network equipment and/or software applications with a strong preference given to VOIP & VIDEO technology
• Experience with PBX functionality or in Telecom (e.g. extensions, voicemail, AA, IVR, Agents, Queues, Analytics, Mobile)
• Experience in troubleshooting VoIP interconnections, SIP telephony, and Carrier or PBX interoperability, QoS, CoS and DSCP/IPP tagging
• Strong LAN troubleshooting experience, including VLAN issues (CDP/LLDP. DHCP, MTU and MAC filtering issues; firewalls ( NAT, IP & TCP/UDP-based ACLs and Policies, Session Timeouts, ALGs)
• Knowledge of WAN media including T1/E1-based circuits, Ethernet circuits, WAN protocols including PPP, Frame Relay, Ethernet, encapsulated Ethernet, knowledge of MPLS
• Experience in provisioning Cisco, Polycom, Avaya, Yealink phones, ATA device

• Ability to perform and analyze packet captures of SiP and RTP messages with tools like Wireshark
• Knowledge of router/firewall configurations (Cisco, Fortinet, Palo Alto, SonicWall, Watchguard)
• Self-starter, performing day-to- day tasks with minimal supervision, works effectively within cross-functional team
• Demonstrated ability to listen, understand, analyze, and document the complex needs and requirements of end-users and translate their needs into specific actions and solutions
• Ability to balance multiple priorities, meet deadlines, and understand business impact and prioritize assignments
• Strong writing and customer service skills, attention to detail
• Persistence, positive attitude, and solid judgment
• Ability to learn and master new systems quickly and become a functional product expert
• Basic knowledge in Asterisk a plus
• Experience in SiP trunking a plus
• Experience with ATAs a plus
• Understanding and background with traditional TDM voice platforms

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