About this opportunity
Intlx Solutions lists this Level 3 Senior Engineer opportunity in hingham, Massachusetts. Review the employer’s description below for duties, qualifications and application requirements.
Job description
Senior Support Engineer
Position Overview
The Senior Support Engineer is the primary technical escalation point for complex voice, data, and unified communications support issues that lower tiers cannot resolve. This role combines expert-level troubleshooting with team mentorship, vendor management, and customer relationship ownership — ensuring both immediate incident resolution and the long-term improvement of team capability and service quality.
Reports To
Director of Operations, Technical Manager or Lead Support Engineer
Key Responsibilities
Advanced Troubleshooting & Incident Leadership
Diagnose and resolve highly complex issues across VoIP, PBX, SIP trunking, contact center platforms, and network infrastructure — serving as the senior technical escalation point for the support team.
Conduct in-depth root cause analysis on major and recurring incidents, implementing permanent corrective and preventative measures. Lead cross-functional resolution efforts during high-impact outages, coordinating internal teams, vendors, and carriers toward rapid service restoration.
Interface directly with telecommunications vendors and carriers to resolve technical issues, manage escalations, and drive accountability. Perform complex system maintenance, configuration, and optimization to ensure high availability and reliability of customer environments. Communicate technical status and resolution details clearly to both technical staff and non-technical customer stakeholders.
Team Development, Knowledge & Process
Mentor and coach Associate and Support Engineers through shadowing, pairing, and structured technical guidance.
Author and maintain advanced knowledge base articles, troubleshooting guides, and diagnostic playbooks.
Lead post-incident reviews and drive process improvements that reduce future risk and improve team efficiency.
Maintain SLA compliance, change control discipline, and strict security protocol adherence across all assigned work.
Qualifications
Education
A college degree is appreciated but not required for any position at intlx Solutions. We value practical experience, sound engineering judgment, and the ability to deliver.
Relevant technical certifications or vocational training considered in lieu of degree
Experience
4–7 years of hands‑on experience in telecommunications support, network engineering, or VoIP systems
Proven track record resolving complex issues independently and leading incident response as a technical escalation point.
Deep expertise in SIP, RTP, H.323, UC platforms, SBCs, contact center technologies, and enterprise networking.
Certifications
Highly Preferred: CompTIA Network+
Highly Preferred: CompTIA Security+
Highly Preferred: Avaya Certified Support Specialist (ACSS)
Highly Preferred: ITIL Foundation or equivalent IT service management certification
Highly Preferred: Cisco CCNP or equivalent advanced networking certification
Highly Preferred: Avaya, Cisco, Microsoft, or other vendor-specific telecommunications certifications
Preferred: Wireshark Certified Network Analyst (WCNA) or similar protocol analysis certification
Working Conditions
Shift‑based schedule including evenings, weekends, and holidays; active participation in on‑call rotation with independent after‑hours response capability
Primarily office‑based with remote work options; Occasional travel to customer sites may be required (estimated less than 15%)
Ability to handle multiple tasks simultaneously in a fast‑paced environment
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Worksite address
hingham, MA, 02043, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.