L2 Support Engineer

Are you driven by innovation and looking to thrive in a fast-paced, growing environment? Join us at Calabrio and be part of our dynamic team! Help us reshape the landscape of customer experience—where every interaction becomes an opportunity, and every insight drives meaningful change.

Introducing Calabrio – The trailblazers in customer experience intelligence! Revolutionizing the way organizations connect with their customers, we empower businesses to elevate every interaction to new heights. Our cutting-edge cloud platform, coupled with AI-driven analytics tools, unlocks the true essence of customer sentiment, turning data into actionable insights with lightning speed.

We are seeking an L2 Support Engineer to join our growing team. In this role, you will serve as a technical resource within the Support organization and will play a key role in resolving technical issues for Calabrio customers and partners while improving internal processes to deliver an outstanding customer experience. Our L2 Support Engineers can assist in managing escalations and critical customer situations, strengthen collaboration across departments to improve internal knowledge sharing and customer outcomes.

What you'll be doing:

• Provide technical assistance to all Calabrio customers for all products sold by Calabrio or Calabrio’s Reseller partners.
• Perform complete, accurate, and timely entry of information into CRM for all cases worked on.
• Employ methodical problem resolution techniques to remotely diagnose software, hardware and operation system end applications using diagnostic utilities and cloud monitoring technologies.
• Utilize remote secure access technologies such as, WebEx, VPN, and other Video conferencing tools to diagnose and resolve customer issues.
• Engage with customer across various channels such as Phone, email, live chat, and community platforms.
• Provide general product information, configuration support, collection of relevant technical problem identification information to ensure customer continues to find value in our product.
• Provide customer with status updates and ongoing communication.
• Be there for our customers by being consistently logged into Calabrio’s ACD while on shift or scheduled for calls.
• Review manuals, release notes, and patch documentation for possible issue resolution.
• Verification of compatibility matrix’s that are appropriate.
• Act as On-Call Support or escalation contact in a rotation during evening and weekend hours.
• Follow established processes and escalation procedures.
• Handle critical customer escalations, ensuring timely resolution with internal and external communication management.
• Expand team knowledge on emerging technologies and diagnostic methods.
• Mentor team members on process and product expertise.
• Meet service level agreements set by the Support Manager or Director.

Requirements

• 3-5 years of customer service experience and experience with contact center technologies from leading IP telephony vendors such as Cisco, Avaya, or Nortel (i.e. agent desktop, IP-IVR, instant messaging, workforce management, call recording).
• Technical degree preferred.
• CCNA/CCNP/MCSE preferred.

We’re looking for:

• Excellent troubleshooting and analytical skills.
• Excellent verbal and written communication skills.
• In dept knowledge of products and systems they integrate with.
• Able to manage difficult and stressful customer situations.
• Must possess attention to detail and a sense of urgency.
• Capable of simultaneously managing several tasks.
• IP Telephony experience beneficial.
• Experience with Data Manipulation Language (DML) queries for Microsoft SQL Server.
• Ability to decipher, analyze, and troubleshoot problems related to query execution.
• Demonstrated experience in troubleshooting API’s.
• Ability to troubleshoot web services (WSDL Soap, Restful).
• Technical expertise in testing and debugging of software.

Benefits

Calabrio People are: Open, Clear, Ambitious, Accountable, Collaborative, Consistent

What we value most…workplace diversity and ensuring an environment of mutual respect.  We believe that diversity and inclusion are critical to our success, and we are proud to be an equal opportunity employer.

Our commitment is to continue to keep our people healthy, focused, and creative.  We've built a company culture where you’ll feel motivated and truly excited to come to work. Calabrio is driven by the diversity of our talented team members who come from a wide variety of backgrounds and lifestyles.  As an equal opportunity employer, we always consider and embrace ALL individuals including what makes them unique. We believe our team members should be happy and healthy, with peace of mind and a sense of accomplishment. 

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​About Calabrio: 

Calabrio has joined forces with some of the best minds and most progressive concepts on enriching human interactions through our customer experience intelligence platform.  For you, that means working on high-performing innovative teams that combine their incredible ideas in one incredible company. 

Our team members are offered comprehensive benefits for various life circumstances and needs, great opportunities for career development, and a balanced work-life to achieve personal and professional success (all benefits are subject to eligibility requirements).

Awards & Accolades:

Calabrio has 300 Global Partners, more than 2.25 million agents, and over 7,000 customers worldwide. We’ve been doing this for more than two decades and have been recognized by leading independent third parties such as Gartner, Forrester, and G2 Crowd as a leader and visionary. ​ Thanks to the hard work and dedication of every Calabrio team member, we have been recognized by the Star Tribune Top Workplace for 8 years in a row, #20 on the 2020 Fast 50 list, named one of BC’s Top Employers for 2021 and recognized as a top 50 fast-growth company by Minneapolis/St Paul Business Journal.