IntelePeer delivers an omni-channel communications platform built for the enterprise. We believe that business communications are meant for more than just simple interactions - they should enable businesses to deliver truly delightful experiences. With our voice, messaging, ready-to-use applications, open APIs, and analytics, companies can build and integrate communications-enabled workflows to create world-class customer experiences and improve business processes through automation. Our full-stack solution is backed by a rock-solid network and a team of experts who provide nothing but award-winning customer service.
REPORTS TO: Director - Vendor Management and Escalations
POSITION RESPONSIBILITIES: The Tier III Support Engineer is an industry acknowledged expert in VoIP and CPaaS communications platforms. The Tier III Support Engineer is the final escalation point within the Operations team. Technical issues that cannot be resolved by Tier I and Tier II Support staff are escalated to the Tier III Support Engineer. The Tier III Support Engineer uses a deep understanding of the IntelePeer systems architecture to analyze and resolve complicated technical issues. The Tier III Support Engineer works closely with the Engineering, Operations, and Development teams to identify and resolve network and application-specific failures. The Tier III Support Engineer must be able to communicate effectively with customers, partners, vendors, and IntelePeer staff.
Qualifications

• Expert-level skillset, based on 5 or more years of direct hands-on experience, performing fault-isolation in Ribbon-powered (Sonus) networks
• Expert-level skillset, based on 5 or more years of direct hands-on experience, working on a variety of complex technical assignments
• Direct hands-on experience with the Ribbon SBC 7000 or SBC 9000
• Proven track-record for successfully solving mission critical technical problems in a fast-paced business environment
• Deliver platform and troubleshooting training to Tier II Support staff
• Serve as a technical consultant for Tier II Support staff
• Document Tier III support-related processes and procedures
• Perform daily shift-driven tasks as assigned
• Candidates must be willing to work a flexible schedule, including evenings and weekends as needed
• Candidates must be very highly motivated with a strong sense of personal accountability
• Candidates must possess outstanding leadership, project management, and interpersonal skills
• Candidates must have polished oral and written communications skills with the ability to communicate effectively with customers, partners, vendors, and IntelePeer staff, regardless of their backgrounds and abilities to comprehend complex technical content
• Familiarity with Valid8, SIP-P, and other network test tools a plus

Education

• BS/MS or equivalent work experience

Why You'll Love It Here

• Generous paid time off
• Competitive medical, dental & vision coverage
• 401K
• Company-paid life insurance
• Company-paid short-term and long-term disability
• Legal coverage and other supplemental options
• Free snacks, fun events (virtual and in-person when we can again)
• A value-based culture where growth opportunities are endless

Compensation

• The starting pay range for a candidate selected for this position who is based in Colorado is generally within the range of $100,000-120,000 for annual base salary. The successful candidate's actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay may be above or below this range. Employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of an employee's eligible earnings in the prior year and finalized at offer.

Vaccination Requirement

• COVID-19 Vaccination Requirement: IntelePeer requires anyone working onsite or visiting IntelePeer's offices to confirm they are fully vaccinated against COVID-19 unless a medical or religious accommodation is timely requested and approved. Please reach out if you have questions or concerns about this policy and how it may apply to your candidacy for a role with IntelePeer.

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