Technical Support Specialist L2 & L3

About CodeForce

CodeForce is a dynamic technology company specializing in innovative SaaS solutions and cloud communication platforms. We pride ourselves on delivering exceptional customer experiences through top-notch technical support and cutting-edge technology.

We are currently seeking a skilled Technical Support Specialist L2 & L3 to join our team and help deliver expert-level assistance to our customers.

Position Overview

The Technical Support Specialist L2 & L3 will be responsible for providing advanced technical support and troubleshooting for our SaaS products and hosted VoIP PBX systems. This role involves diagnosing complex issues, escalating when necessary, and collaborating with engineering teams to drive resolution.

Responsibilities

• Provide second and third-level technical support for SaaS and VoIP PBX products
• Investigate and resolve complex technical issues related to cloud communication platforms
• Collaborate with engineering and development teams on escalated incidents
• Monitor system performance and troubleshoot network, software, and hardware related issues
• Create and maintain detailed incident reports, documentation, and knowledge base articles
• Assist customers with advanced configuration, integrations, and customizations
• Escalate issues appropriately and follow through to resolution
• Participate in on-call rotation and ensure timely incident response
• Contribute to process improvements to enhance support efficiency and customer experience

Requirements

• 3+ years of experience in Level 2 and Level 3 technical support roles, including support for SaaS or VoIP products
• Strong knowledge of VoIP technologies, SIP, PBX systems, cloud communications, and VoIP security and encryption protocols
• Experience with troubleshooting network protocols, firewalls, and VPNs
• Proficiency in Windows and Linux server environments
• Familiarity with scripting or automation tools is beneficial
• Business-fluent verbal and written communication skills in English
• Experience with ticketing systems and customer support workflows
• Experience supporting international customers

Preferred Qualifications

• Certifications such as CCNA, CompTIA Network+, or similar are a plus
• Experience with cloud platforms (AWS or Azure) and API integrations
• Experience with database systems and SQL