Tier I Technical Support Technician

Join Sangoma as a Tier I Technical Support Technician, where you will be at the forefront of our telecommunications operations! As a recognized leader in business communications, Sangoma provides cutting-edge solutions including UCaaS, VoIP, and network services to empower businesses around the globe. In this role, you will be responsible for managing Number Portability (LNP) processes while collaborating with various external carriers and internal teams to ensure seamless service transitions for our customers.

The Tier I Technical Support Technician serves as the first line of contact for customers requiring technical assistance with Sangoma’s products and services. This role is responsible for diagnosing, troubleshooting, and resolving technical issues related to VoIP, CPaaS, and network systems, while maintaining a high standard of professionalism and customer satisfaction. The ideal candidate is a motivated problem solver with strong communication skills and a passion for learning new technologies.

Your Role:

• Provide exceptional customer and technical support through multiple channels, including ticketing system, web portal, phone queue, and email.
• Troubleshoot and resolve customer-reported issues efficiently while maintaining accurate and detailed documentation of all activities.
• Escalate complex voice network issues to vendors and underlying carriers, ensuring timely resolution through consistent follow-ups, updates, and case tracking.
• Utilize diagnostic and network analysis tools such as PuTTY, Wireshark, and Microsoft SQL Server to collect, analyze, and validate data related to customer trouble reports.
• Collaborate closely with the Lead Technical Support Technician and Technical Support Manager on escalations requiring additional investigation or coordination.
• Prepare and distribute end-of-shift reports summarizing key activities, issues resolved, and outstanding items.
• Create, update, and maintain knowledge base articles for both internal and customer use to support efficient troubleshooting and process improvement.
• Conduct self-directed research on VoIP, CPaaS, networking, and related technologies to enhance technical expertise and contribute to departmental knowledge sharing.
• Participate and contribute in daily department roundtable meetings and weekly organizational meetings to promote communication and alignment.
• Perform other duties and responsibilities as assigned by management.

Requirements

• Education & Experience:
• Associate’s degree in Information Technology, Computer Science, Telecommunications, or related field preferred; equivalent work experience considered.
• 1–2 years of experience in a technical support, help desk, or network operations environment preferred.
• Experience with VoIP systems, SIP protocols, or unified communications technologies is highly desirable.
• Technical Skills:
• Strong understanding of TCP/IP, DNS, DHCP, and basic network troubleshooting.
• Proficiency using tools such as Wireshark, PuTTY, and command-line interfaces for diagnostics and testing.
• Familiarity with SQL queries, Windows Server, and Linux command line environments.
• Knowledge of PBX systems, CPaaS, or cloud-based communications platforms a plus.
• Ability to interpret technical documentation and logs to identify and resolve issues effectively.
• Professional Skills:
• Excellent verbal and written communication skills.
• Strong problem-solving and analytical abilities with a customer-focused mindset.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• Proven team player with a commitment to continuous learning and improvement.
• Flexibility to work various shifts, including evenings or weekends, as required by business needs.

Benefits

What We Offer:

• Extensive Benefit Options (Health, Vision, Dental, Long & Short term Disability) effective after a short waiting period
• Matching 401K program - 100% match on 4%.
• Employee Stock Purchase Plan after one year of service.
• Flexible Time Off & Company Holidays
• Entrepreneurial work environment partnered with high-growth career opportunities
• We value transparency and fairness in our compensation practices. For this role, we offer a salary range of $21 to $26 per hour, commensurate with experience, qualifications, and location.

Are you ready to make a direct impact on the company and be rewarded for your performance? Are you ready to take on a new challenge?

 Must be authorized to work in the United States on a full-time basis for any employer. No agencies or third-party resumes, please.

  Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities.