3rd Line Support Engineer (MST, EST or PST time zone)

SALARY:  Commensurate with experience

LOCATION: Remote-first, to work on MST, EST or PST



  • There will always be something interesting for you to do. We’re an award-winning hyper-scale B2B SaaS business – 750x growth in monthly revenues over the last two years, still growing at 10%+ month-on-month.
  • You’ll be part of a fast-changing industry that is shaping how we work in the post-pandemic world. We’re working at the cutting edge of the converged/unified communications, collaboration, and telecommunications industries.
  • Our ambition isn’t limited by geography yours doesn’t need to be either. We’re global – we work with 300 partners to serve end-users in over 100 countries.
  • You’ll be part of a remote-first global team. We’re remote first, all work from home and follow a philosophy of “sometimes life gets in the way of work, and sometimes work gets in the way of life”. So, ditch the commute and work more flexibly.
  • You’ll have some amazing people around you. Serial entrepreneurs, technical experts, industry gurus– we all support each other.

We are a global unified communications company specializing in mediation between voice and IT infrastructure.  Recently described by a NYSE analyst as ‘the de facto way to voice-enable Microsoft Teams’ we punch well above our weight.

Our core product is Call2Teams – a Microsoft-approved middleware product that seamlessly connects any business phone system or SIP Trunk provider to Microsoft Teams. Call2Teams is a cloud-native, enterprise-grade, and high-availability mediation platform that operates multi-tenant infrastructure in 4 continents across 12 Azure regions. We work with multiple Microsoft-approved cloud-based SBC vendors and have interoperability with over 30 PBX/Call controllers and over 30 trunk providers.  The product is sold on a per-user, per month SaaS basis and is sold only through channel partners.  We have over 275 channel partners, including providing a private-labeled service to most of the world’s biggest UCaaS and CCaaS providers.   See for more information.

We recently launched a second product, Carrier Automate – a cloud service technology that bridges between Service Providers (telco operators and carriers) and Microsoft Teams.  Partnering with Ribbon Communications, we are one of only a handful of approved Microsoft Operator Connect Accelerator partners.  This product is in early life but promises to be as innovative and class-leading as Call2Teams. This is your chance to join us at the beginning of this exciting journey. See for more information.

We were founded in the UK in 2017 and have recently joined the DSNTY group. The business has seen hyper-growth in the last two years and has a product roadmap that will see this high growth continue. We are a fully remote team with employees in the UK, Europe, and the US.

We are a tight-knit team determined to build great products.  If all this resonates with you, then we’d love to hear from you. 


As 3rd Line Support Engineer, you will have a key role in the business; ensuring that we provide support to our Partners when they raise an issue with us, with the aim of resolving as quickly as possible. We maintain cloud-based services and use a variety of SBC providers. You will be able to make the right calls on the priority and urgency of all issues, to ensure updates and progression is aligned to the Partner’s expectations.

You will:

You will be responsible for analyzing and providing resolutions for incident tickets raised by our Partners after they have been triaged and validated by the 1st and 2nd line teams. You will also be expected to strive for continuous improvement, by upskilling the 1st and 2nd line teams through knowledge-sharing sessions and improving our documentation. In the event you cannot provide resolution actions you will liaise with the 4th line and Platform teams for resolution. You can also expect to own internal support processes such as incident capture templates, restoration decision trees, or how to log a bug.

Key activities include:

  • 3rd line customer support
    • Diagnosing problems.
    • Identification and recording of solutions and workarounds.
    • Resolving issues within our control.
    • Manage and escalate operations Issues.
    • Proactively drive operational best practices and Improvements.
    • Working directly with partners to assist in resolving issues within their control.
  • Working with other members of the Support and Engineering teams to ensure continuous improvement culture is maintained, including
    • Creation and management of bugs.
    • Coaching/technical knowledge sharing.
    • Creating and reviewing knowledge base articles.
  • Coordinating customer communications in the event of a critical incident.
  • Collaborate closely with other teams to prioritize and scope improvements to the core product that would reduce support tickets.

Skills and experiences that will help you succeed:

Our platform sits between Microsoft Teams and the existing telephony infrastructure.  We have interop with 30+ PBX/call controllers and 30+ trunk providers and so extensive SIP knowledge is an advantage, as is experience with Microsoft Teams and multiple PBX/call controller vendors (we’re not looking for someone that’s only had experience with one vendor).

  • Excellent understanding of outstanding user experiences in providing support to Partners.
  • Expertise in VOIP protocols including SIP, RTP, UDP, TCP, TLS.
  • Use of tools like Wireshark and HOMER to analyze traffic.
  • Ideally, experience In Microsoft Teams, and direct routing, if not we will provide training.
  • Ideally, you’ll already have experience in the UCaaS industry.
  • Strong verbal and written communication skills – ability to work in English is a must if English isn’t your native language.

Qualities and behaviors we’re looking for

  • A strong desire to get stuff done with a ruthless fixation on delivery.
  • Actively seeking to improve existing solutions or find new ones.
  • Owning making stuff happen – looking in the mirror, not out the window, when it comes to identifying someone to take responsibility and get stuff done.
  • Paying attention to the detail. Given that our partners and their end-users rely on Call2Teams for business-critical voice-calling, we’re pedantic about the quality of the work we do.
  • Being unafraid of acknowledging when you need help.
  • Accomplished at asking the right questions and communicating clearly in written and verbal form.
  • Preference for working in a fast-moving, constantly changing environment.
  • Love for, and curiosity about, new technologies and methodologies and how they shape the world.
  • Experience of working in a startup or scale-up with an understanding that everyone needs to roll their sleeves up and get involved.

What we’re offering:

  • A salary commensurate with experience
  • Work for one of the most disruptive and successful unified communications startups
  • 20 days paid holiday per year (plus any public holidays)
  • Annual conference/training contribution
  • Pension contributions (UK only, cash equivalent for non-UK)
  • Healthcare + life assurance + critical illness cover (UK only, cash equivalent for non-UK)


We are an equal opportunities employer and are committed to fostering an inclusive workplace which values and benefits from the diversity of our workforce.

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