> Markdown version of [/jobs/ext/3754890-support-engineer](https://www.wearedevelopers.com/jobs/ext/3754890-support-engineer). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Support Engineer - **Company:** Alianza, Inc. - **Location:** Pleasant Grove, UT, United States - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Software Debugging, Os Ticket - **Published:** October 15, 2026 - **Apply:** https://www.thejobnetwork.com/job/912c89f8-2e07-4cb3-bb9f-25813a67ed0a/support-engineer ## About the Role Technical & Problem-Solving * Strong technical troubleshooting skills, with proven ability to trace customer-reported symptoms to root cause across complex systems and to learn and master the Alianza product portfolio. * Proficiency managing a ticket queue autonomously, balancing volume with effective prioritisation across competing demands. * Ability to work independently and multitask effectively in a dynamic, interrupt-driven, high-pressure environment. Communication & Customer Service * Outstanding written and verbal communication skills, including the ability to professionally, clearly, and quickly articulate problems and solutions to both technical and non-technical audiences. * Exceptional phone and customer handling skills, including the ability to manage frustrated customers with professionalism and empathy. * Strong business sense and understanding of situational context to accommodate a wide variety of customer personas across product lines. Qualifications (Required) * 3+ years of professional technical support experience, with demonstrated growth in handling progressively complex technical issues. * Knowledge and experience with voice and/or telecom technologies. Qualifications (Preferred) * .Knowledge and experience with the Metaswitch MetaSphere suite of telecom products. Attributes for Success The ideal candidate possesses the following innate qualities and team behaviors: * Ownership: A natural sense of responsibility and commitment to task completion. * Teamwork: A strong team-oriented approach to effectively share workloads and co-work issues. * Attitude: Positive energy, enthusiasm, and a contribution to overall team morale. * Growth: Curiosity, openness to continuous learning, and resilience when faced with challenges. ## Description Alianza is looking for a Support Engineer to join our Technical Support department. This role focuses on resolving customer issues across the breadth of the Alianza portfolio - from configuration questions to deeper technical debugging - with speed, accuracy, and a strong commitment to customer satisfaction. The ideal candidate is an experienced troubleshooter who is comfortable owning a ticket queue autonomously, balancing competing priorities and SLA commitments, and who thrives in a fast-paced, dynamic environment., * Front-Line Intake: Serve as the first technical eye on incoming tickets in assigned product areas - validating, classifying by complexity, and routing to the right group when work belongs elsewhere. * Ticket Resolution: Resolve customer issues through systematic diagnostic techniques and applied product knowledge, working toward First Contact Resolution (FCR) wherever practical, as a key driver of customer satisfaction. Manage your ticket queue autonomously, applying effective prioritisation within Service Level Agreements (SLAs). * Escalation & Collaboration: Work alongside Technical Advisors on complex issues requiring deeper expertise, and escalate to Engineering or third-party vendors where specialist intervention is needed, providing complete and clear documentation that enables efficient resolution. * Customer Advocacy & Ownership: Take full ownership of technical issues, drive them to a timely resolution, and proactively communicate status updates - especially for at-risk or unhappy customers. Go the extra mile to ensure customer happiness. * Product Knowledge: Build and maintain working knowledge across the breadth of the Alianza platform and product portfolio, rather than concentrating in a single domain, in order to handle a wide variety of incoming issues. * Knowledge Contribution & Mentoring: Identify recurring tickets that are candidates for permanent deflection, write knowledge-base articles and self-help content, and keep existing documentation accurate and useful. Share efficient ticket-handling techniques with newer team members. * On-Call: Participate in a 24×7 emergency rotation, ensuring critical customer issues are addressed promptly.