Technical Support Engineer (L3)

Who We Are:

Convoso is a provider of omnichannel contact center software which dramatically increases customers' contact and lead conversion rates.  We back the power of our advanced dialer with the human touch of a dedicated product expert. This invaluable combination delivers higher conversions with less outreach. 

We are also relaunching an advanced version of our conversational AI product to provide enhanced capabilities for our current customers and bring the technology to new markets.

Convoso is looking for people who are excited about the future to join us in the fast growing and innovative field of IVA/AI, as well as motivated team players ready to jump in as we work together to drive our company’s accelerated growth. (Just a heads up - we were selected as one of the Built In LA best places to work in 2020, 2021 and 2022!)

We are dedicated to helping each person grow into their position and throughout their career. Convoso’s new-hire and on-going training programs provide our employees with the resources and time to set them up for success. Our friendly team, located in office, hybrid and remote, is built on a culture of fostering team integrity and provides guidance to ensure every person thrives in their new role. 

Convoso currently operates in a ‘Hybrid’ environment for most roles with some opportunities for in-person business and morale events (health guidelines permitting).  For remote positions, Convoso is open to hiring candidates who are residents of the following states: AZ, CA, CO, CT, FL, GA, IL, IN, MA, NC, NJ, NV, OH,TX, UT.

The Job:

At Convoso, we’re constantly, vigilantly looking for ways to reshape the future of lead generation contact centers. Our mission is to revolutionize the call center industry by empowering agents to convert leads faster. That’s where you come in.

​​We are looking for …Technical Support Engineer (L3) to help us take Tier 2 technical and product support ticket escalations, help clients resolve more serious issues, log/track/troubleshoot bugs. Work with vendors to ensure our software is up and running.

Stepping into this very challenging role will mean stepping into a dynamic environment. There’ll be a steep learning curve, but we believe the future belongs to those who build it. Therefore, success for you would mean reaching your full potential in a short period of time, while doing whatever it takes to get up to speed. Success would mean having a strong ability to manage multiple projects with competing deadlines. 

What You'll Be Doing:

• Manage escalated tickets and ensure proper testing and troubleshooting was done at all levels
• Provide coaching to clients, customer success and engineering.
• Provide coaching to Level 1 and Level 2 Technical Support Representatives.
• Help clients with more complex technical problems. 
• Provide advanced SaaS, Network, VoIP and browser based troubleshooting. 
• Create excellent technical documentation of issues and processes
• Can provide after hours and/or weekend on-call support as needed

Who You Are:

• Bachelor’s Degree (preferred) and 5 year(s) progressively responsible, related experience.
• 5+ years of advanced networking and technical support experience 
• 3+ years of VOIP experience (SaaS VOIP preferred)
• 5+ years of Hardware and Software troubleshooting experience
• 3+ years of SaaS troubleshooting experience in a Tier 2 capacity (console debugging, data analysis, root cause analysis, etc.)
• 2+ years of call center or dialer software experience
• Ability to analyze complex data and develop innovative recommendations and solutions
• Ability to take ownership of escalated client issues
• Excellent planning, organizing, and project management skills
• Excellent verbal, written and presentation skills
• Strong customer, quality and results orientation
• Ability to interact effectively at all levels and across diverse cultures
• Ability to be an effective team member and manage various projects
• Ability to assist in facilitating progressive change
• Ability to coach and train colleagues effectively
• Self Starter takes initiative to do whatever it takes to achieve objectives

Work Perks Worth The Hype:

• Competitive compensation package
• Stock options
• 100% covered premiums for employees; Medical, Dental, Basic life insurance, Long term disability
• Affordable Vision plan and optional FSA
• PTO, Paid Sick Time, Holidays, Bereavement time, Parental Leave
• Your birthday off
• 401k program with generous company match
• No cost Employee Assistance Program and Travel Assistance
• Monthly Gym membership reimbursement
• Monthly credits toward food & beverage
• Leadership Development Program
• Company Outings
• On and offsite team building events
• Paid training for departments
• Apple laptop (most roles)
• And a team of highly experienced and kind colleagues!

HQ Office:

• Casual office environment & dress
• Daily catered lunches
• Fully stocked kitchen (Dietary restriction-friendly)
• Happy Hours
• Monthly Massages
• On-site Car Wash 
• Free Parking