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# UCaaS Support Engineer

- **Company:** Cytracom, LLC
- **Location:** McKinney, TX, United States
- **Contract:** Permanent contract
- **Skills:** Automatic Call Distributor, VoIP, System Configuration, Network Congestion, Networking Hardware, Session Initiation Protocols, Log Analysis, Queue Management Systems, Network Routers, Low Latency, Zendesk
- **Published:** October 21, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=331411f5f399f4d3

## About the Role

* Ability to thrive under pressure
 * Creative and analytical thinking
 * Problem-solving mindset
 * Self-managed
 * Ability to multitask effectively
 * Passion for technology and their work
 * Working knowledge of Zendesk
 * De-escalation techniques
 * Strong empathy for the customer and the ability to tailor communication for the given audience, * Self-disciplined
 * Team player
 * Detail-oriented
 * Inquisitive nature
 * Commitment to excellence

## Description

The UCaaS Support Engineer serves as a frontline technical expert for our UCaaS and VoIP platform, delivering fast, accurate, and customer-focused support to end-users and partners. This role plays a critical part in customer retention, product adoption, and overall experience by resolving issues efficiently and ensuring seamless communication services., Provide world-class technical support through clear troubleshooting, proactive communication, and efficient resolution of voice, networking, and platform-related issues.

You will:

 * Diagnose and resolve VoIP, PBX, SIP, networking, and hardware-related issues
 * Support customer onboarding and technical implementations
 * Collaborate cross-functionally to resolve complex cases
 * Follow structured escalation paths while owning customer outcomes

This role requires technical curiosity, accountability, and a strong customer-first mindset.

Technical Support & Troubleshooting

 * Diagnose and resolve VoIP call quality issues (latency, jitter, packet loss, QoS, SIP signaling)
 * Troubleshoot PBX configurations, call routing, device provisioning, and number management
 * Support hardware setup including IP phones, routers, and networking equipment
 * Assist with fax (Cfax) troubleshooting and integrations
 * Work with third-party vendors and carriers when necessary to drive resolution
 * Analyze logs, traces, and system behavior to determine root cause

Ticket & Queue Management

 * Manage Zendesk tickets, calls, and chats with strong prioritization skills
 * Meet and exceed SLAs while maintaining high-quality documentation
 * Own your backlog and proactively escalate risks to SLA compliance
 * Maintain accurate case notes and technical documentation

Customer Experience & Communication

 * Communicate technical concepts clearly to both technical and non-technical customers
 * Set expectations effectively and follow through until resolution
 * Turn escalations into opportunities to reinforce trust
 * Deliver high CSAT through professionalism and empathy

Collaboration & Escalation

 * Triage and escalate complex issues to T2/T3 teams when appropriate
 * Provide complete technical context during handoffs
 * Participate in daily stand-ups and team collaboration sessions
 * Contribute to knowledge base improvements and documentation updates

Operational Excellence

 * Participate in an on-call rotation and meet escalation SLAs
 * Continuously expand product and integration knowledge
 * Contribute feedback to Product and Engineering based on customer trends
 * Meet defined KPIs for resolution time, CSAT, ticket quality, and productivity