IntelePeer
Centennial, CO

Tier III Support Engineer at IntelePeer

| Greater Denver Area
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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.

For California residents only: Please refer to the link below for IntelePeer's Applicant CCPA Privacy Notice. https://www.intelepeer.com/intelepeer-applicant-ccpa-privacy-notice-2020-05-21/
Any requests to exercise your rights as a data subject under GDPR should be submitted to [email protected] for prompt processing. Please refer to our Privacy Policy (at www.intelepeer.com/privacy/intelepeer-privacy-policy) for any questions on how IntelePeer complies with GDPR.
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Where we are

We are located in the Denver Tech Center, the city's hub of business and innovation, plus we're near public transit, I-25, and trendy restaurants.

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C++Languages
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • SqlLanguages
    • jQueryLibraries
    • Twitter BootstrapLibraries
    • AngularJSFrameworks
    • DjangoFrameworks
    • ExpressFrameworks
    • FlaskFrameworks
    • Node.jsFrameworks
    • MariaDBDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • WordpressCMS
    • SalesforceCRM
    • PardotEmail
    • SalesforceLead Gen
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What are IntelePeer Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Recreational Clubs
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Promote from within
Continuing Education stipend

An Insider's view of IntelePeer

How would you describe the company’s work-life balance?

At IntelePeer, we have a work-hard-play-hard mentality. Our team goes above and beyond what is asked of us and we value determination. The unlimited PTO policy means that the company realizes to be successful we also need time away from work. You can make your own schedule and work from home when needed too!

Nils

Corporate Marketing Manager

What's the biggest problem your team is solving?

My team is helping companies that may not have the resources for complex development projects to take advantage of the promise of embedding communications like voice and SMS into their customer experiences, marketing efforts, and internal processes.

Shaughnessy

Sr. Manager, Product

How has your career grown since starting at the company?

IntelePeer is a company that likes to promote within and encourages career growth and opportunities for all of their employees. I have been with IntelePeer for almost 6 years and I have been promoted 3 times and have worked in 2 different departments since coming onboard. The leadership team has always asked what I would like to do for my career.

Christine

Sr. Manager, Sales Development

How do you empower your team to be more creative?

We encourage employees to think outside the box, to contribute new ideas, and to take ownership of helping us meet our company objectives. Recognizing our employees is integral to our continued success as a team and a business. In my specific role, I recognize employee efforts through personal and public recognition.

Donna Sue

VP of Corporate Marketing

What are some things you learned at the company?

What I've learned at IntelePeer is the value of the contributions of the singular employee. IntelePeer works by each individual considering their personal achievements at work, big or small, to contribute directly to the success of the company - and the company acknowledging and reciprocating that effort back to the employee.

Justin

Chief Software Architect

IntelePeer Careers In Denver
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