Technical Support Engineer L2 – UCaaS & Business Communications

At Salt Business, we open the door to the modern world of communication and IT technologies for companies. Our drive: to inspire customers through expertise, clarity, and genuine commitment.
In Salt Business customer service, we do not see ourselves as a classic call center, but as a dedicated and personal partner to our customers.
Are you fascinated by the world of UCaaS, VoIP, and cloud telephony? Do you enjoy solving tricky technical issues in direct exchange with corporate customers? Do you analyze complex malfunctions in the areas of Unified Communications, SIP, Voice, and IP networks with foresight and a pragmatic solution approach? And does it appeal to you to work closely with different support levels (L1, L2, L3)?
Then you have come to the right place – strengthen our Business Division as
Technical Support Engineer L2 – UCaaS & Business Communications
Your tasks
As part of the Business Customer Care team, you will take on the following tasks:
As a link between Level 1 (Customer Service) and Level 3 (experts as well as external partners), you will take over technical support at Level 2 for our corporate customers.
You identify and rectify complex malfunctions in the areas of UCaaS, business telephony, SIP trunking, VoIP, and IP-based communication solutions.
If the underlying network environment influences the communication services, you check LAN/WAN, routing, QoS, VPN, and SD-WAN in detail.
During the integration, configuration, and optimization of UCaaS and VoIP solutions, you provide advisory support to corporate customers and analyze signaling, voice quality, and connectivity problems.
Throughout the entire incident process, you maintain proactive, professional communication in direct exchange with customers.
Together with Level 3 experts and external technology partners, you get to the bottom of complex error analyses and continuously develop processes and solutions.
Last but not least, you contribute to technical documentation, the optimization of support processes, and knowledge transfer to Level 1.
Your profile
Completed training in computer science, telecommunications, or a comparable technical qualification.
Several years of professional experience in technical support or engineering related to Unified Communications, VoIP, or business telephony.
Sound specialist knowledge in UCaaS, VoIP, SIP/SIP trunking as well as cloud and enterprise telephony solutions.
Routine in the analysis of complex voice, SIP signaling, number routing, and voice quality problems; RTP knowledge is an advantage.
Solid understanding of IP networks, routing, and QoS as well as the interactions between network and communication services.
Experience with Microsoft Teams Phone, SBC technologies, or common PBX/UC platforms is an advantage.
Familiarity with SD-WAN, LAN/WAN, VPN, firewall technologies as well as monitoring and ticketing systems is an additional plus.
Strong analytical thinking skills, high willingness to learn, and a structured, solution-oriented way of working.
Enjoyment of direct contact with corporate customers, strong customer orientation, and team spirit.
Business fluent German in speaking and writing as well as good English skills; French and/or Italian are an advantage.
We offer
A modern, inspiring, and exciting working environment in the heart of Biel in a growing Business Division.
Direct contact with corporate customers and a significant contribution to their satisfaction and long-term loyalty.
Room for professional development in the area of UCaaS, Voice, and IP technologies, embedded in an experienced team.
Varied and innovative projects in the IT and telecommunications environment.
A free mobile subscription, valid throughout Europe.
Attractive employment conditions and social benefits.
Flexible working hours as well as a hybrid working model (up to 20 % home office).
Exclusive offers and discounts on our products and services.
Work location
Biel, with occasional assignments directly on-site at our corporate customers.
Would you like to contribute in a versatile and future-oriented environment? We look forward to getting to know you! Apply directly online!
Upon employment, a current criminal record extract and an extract from the debt enforcement register are required. jpid85fa1eajm jpit0937jm jpiy26jm