Our client is a high load video conferencing platform. Recently they've reached a million minutes of video conferencing going through its platform every hour. That's video and audio being decoded, mixed and encoded in real-time on more than 4,000 virtual machines all around the world.

Currently, we are looking for a Tech Support Engineer who will help with customer service support.

Location: Oslo, Norway.  

The company is willing to consider candidates only with work permit in the EU.

Role and Responsibilities 

Some of the responsibilities for the position include: 

• Works with customers to troubleshoot reported problems, identify root cause, and resolve the issue 

• Able to triage technical situations effectively and efficiently 

• Capable of evaluating multiple different resolution paths and evaluating best possible outcomes independently and with customer service owners 

• Able to communicate highly technical issues to non-technical people to explain why issues are occurring and what can be done to improve the situation 

• Able to effectively prioritize cases based on urgency, impact, and customer need 

• Conduct and maintain competitive research and knowledge around the Unified Communications and Collaboration market 

• Identify and recommend possible optimization tasks to customers 

• Communicate and work closely with the sales team related to ongoing events with customer situations 

Requirements

Must have skills:

• Proven track record in technical support and have sound knowledge of technology 

• Knowledge of networking and ability to solve network problems (TCP/IP, network monitoring, quality, etc)

• Display extremely strong analytical, verbal, and written communication skills 

• Strong presentation skills

Good to have skills:

• Knowledge of SIP/H323, good technical understanding of Microsoft, Google, Cisco, Avaya, Polycom, Zoom, Bluejeans, and other related partners/competitors in the visual collaboration landscape