Senior Support Engineer- 

As a Senior Support Engineer in the Alianza Network Functions Support team, you'll be part of a global team delivering high-quality technical support for Metaswitch-brand equipment. You'll own complex customer cases from problem identification through resolution, working with some of Alianza’s largest customers, while serving as a technical leader and mentor. 

We're looking for experienced professionals who are passionate about technology and genuinely motivated to help customers succeed. You'll need strong observational skills and analytical thinking to accurately diagnose complex issues, plus the empathy and communication skills to guide customers effectively through high-pressure situations. The ability to manage multiple critical cases while prioritizing effectively is essential. 

This senior role offers significant autonomy and leadership opportunities. You'll combine deep technical expertise with sound judgment to make independent decisions, provide reliable guidance to customers, and serve as an Incident Commander during customer outage situations when needed. You'll collaborate with senior stakeholders across the company including product groups, sales teams, and PLM, while mentoring junior team members and fostering their professional growth. The role provides a clear pathway for advancement and specialization based on your interests and strengths. 

Key Responsibilities 

Resolve complex customer issues using advanced L2+ expertise, working autonomously while collaborating with teams across Alianza as needed.Act as trusted advisor to some of our largest customers, leading customer status calls and interfacing with telco engineering and operations leads.Mentor and provide technical guidance to junior team members.Identify product defects and advocate for necessary fixes or enhancements.Create and update documentation, articles, and procedures proactively.Participate in 24x7 emergency rota for critical customer support

Growth Opportunities and Additional Responsibilities 

As you develop in this role, you'll have opportunities to take on additional responsibilities including: 

Acting as a fully capable Incident Commander or stand-in for management during complex incidentsDriving product and process improvements by collaborating with stakeholders across the companyBuilding new processes, systems, and tools to solve significant problems and enable team-wide improvementsDeveloping specialization as either a trusted advisor to strategic Tier 1 customers or as a productivity powerhouse, handling a high-volume of customer issues of varying complexity with exceptional accuracyEngaging with senior architects at major customers or C-level stakeholders at smaller customersIdentifying themes and patterns to drive training, product, and process improvements across the organization

The position provides excellent opportunities for specialization and career advancement, with world-class training to keep you current with emerging technologies. You'll have opportunities to focus on areas that align with your interests and career goals. 

We welcome applications from candidates of all backgrounds and experiences. We value diverse perspectives and are committed to creating an inclusive environment where everyone can contribute their unique strengths to our team's success. 

Occasional travel will be required for internal conferences and meetings, and to meet on-site with customers. 

Required Qualifications 

5+ years of experience working in the Telecoms industry in senior technical support, Level 3 Engineering, or Systems Engineering roles, working directly with Metaswitch-brand products.Advanced technical skills and deep knowledge of IP, VOIP protocols (SIP), and troubleshooting voice communications networksExperience in leadership or mentoring roles with junior engineersStrong problem-solving skills to address complex, multi-faceted technical challengesExcellent communication skills for engaging with senior customer stakeholders and internal teamsStrong judgment and autonomy in decision-making and self-managementAbility to perform under pressure and maintain composure during critical situationsContinuous learning mindset with ability to quickly acquire new technical knowledgeEnglish fluency with exceptional verbal and written communication skillsStrategic thinking abilities and interest in process improvement and systematic problem-solving

Preferred Qualifications 

Degree in Telecoms, IT, Computer Science, or Networking-related fieldExperience leading customer-facing technical discussions and status callsBackground in process improvement and documentation developmentExperience with carrier-grade communications software and infrastructureRelevant domain knowledge, including:Legacy signaling protocols such as SS7, DiameterContainer architectures (k8s and Docker)Voice architectures (CCNP/CCIE Voice, IMS, VoLTE)Modern AI literacy including experience leveraging the power of generative AI models in a professional contextExperience working with senior-level customer stakeholders or technical decision-makersTrack record of identifying and implementing process or system improvementsLanguage fluency (>= B2 level): Spanish, German