Senior Technical Support Lead
- Télétravail total possible
- Logiciels, SaaS / Cloud Services, Electronique / Télécommunications
- Entre 15 et 50 salariés
Senior Technical Support Lead
- Télétravail total possible
Who are they?
LOCATION : CANADA REMOTE (east coast preferably)
Who is Wazo?
Wazo is a software editor of an API-first Unified Communication Platform that provides to its customers (telco operators, service providers, integrators);
An all-in-one application suite to support IP telephony, collaboration and customer relationship needs;
A strong solution that can be deployed in any infrastructure and managed through a cloud administration interface;
A set of application programming interfaces (APIs) to build new communication services and integrate Wazo into the core of their information systems;
A native open source platform which provides security and freedom to our customers.
Wazo believes that Unified Communication users should have more control over their communication tools and that businesses should be able to integrate innovative communication features into their business workflows. Wazo’s ambitions is to take a significant part of the UCaaS market that is expected to generate over USD 260 billion of revenues by 2028.
Since launching its solution in Europe in 2018, Wazo has successfully gained a foothold in this very competitive market thanks to its unique positioning and innovative IT approach: Wazo has already attracted more than 35,000 users and more than 50 Telecommunication Companies, Value-Added Resellers and Managed Services Providers.
Wazo is VC-backed.
Why Should You Apply to Wazo?
✅ Our mission is to provide the best open source communication platform to allow anyone to build any communication use cases anywhere
✅ We invest in our employees through career development & opportunities, social events, and competitive benefits
✅ You get to collaborate with and learn from smart and creative people around the globe
✅ Team spirit is not a motto: it is a reality
To keep our employees happy and motivated, we are always assessing the benefits/perks we offer to ensure we are competitive. Here are some we’d like to highlight:
- Healthcare Insurance and Leave;
- Short and Long Term Disability Insurance;
- Life and Accidental Death & Dismemberment Insurance;
- Retirement Savings Plan with a match;
- 4 weeks of vacations & 5 sick leave days;
- Virtual onboarding, Hackathon on a global basis! You have the opportunity to interact with our global colleagues;
- Fun culture with a big opportunity to make an impact on our growing global team.
We welcome everyone to apply to our positions. Wazo is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.
What’s the Role?
As our first Senior Technical Support Lead in North America, you will support customers with tailored technical guidance, best practices and solutioning such that the customer continues to realize success and value from the Wazo platform.
You will be responsible for our global software support, delivered to our partners and their customers in Europe and North America. You will also provide local software support to our customers in North America and make sure we are delivering best in class customer service.
You will join our North America team to create and collaborate on deals and customers with our Sales, Marketing and Engineering teams.
If you are hungry to build a technical career in a fast-paced, high-growth company, results-driven, personable, with a strong interest in technology… then we’d like to meet you!
What You’ll Do:
Champion and advocate for the customer within Wazo - you will be one of the voice of the customer and will have to coordinate between Wazo’s Sales, Product, Support and Training teams to drive customer satisfaction;
Support our partners in mastering Wazo software based on Linux/Debian, SIP, WebRTC, API iOS and Android technologies;
Support our partners in solving problems related to their system environments, networks, SIP Trunk, telephone sets, gateways, applications, etc;
Report to our development teams the problems encountered by our partners and collaborate in the improvement of our products and their architecture;
Ensure the success of our partners when using our solutions by contributing to the enrichment of our technical documentation and our support process;
Provide detailed reviews of service disruptions, metrics, detailed pre-launch planning and being able to make customer understand technical issues;
Propose action plan and implement them to continuously improve our Support processes ;
Deliver Wazo Training classes in English to our new customers in North America;
Lead the support team based in Canada and France, helping them to grow.
What You’ll Need to Succeed?
Strong experience building relationships with customers with strong sense of customer success;
Hands-on skills to bridge gaps in functional and technical areas / solutions;
Ability to learn new technology quickly, as well as a strong interest in doing so;
Strong desire to tackle hard technical problems and proven ability do so with little or no direct daily supervision;
Ability to thrive in ambiguity in a fast-paced, deadline oriented start-up environment;
Project management experience;
A deep knowledge of SIP architecture and telecommunication infrastructure;
Prior Lead or Management experience preferred;
Experience implementing, training or supporting B2B Software as a Service;
Experience developing success metrics and reporting.
What Experience and Skills are Required?
5+ years of technical solutions for customers preferably in telecommunications or UCaas companies industries;
Demonstrated success in Customer Success, Customer Support or Professional Services function for a product/SaaS company with enterprise customers;
Linux environment expert;
Expert in debugging and troubleshooting (TCPDump, SNGrep, …);
Strong knowledge of the world of telecommunications (SIP, WebRTC, API …);
Demonstrated ability to manage multiple projects at a time while paying strict attention to details and deliver results across multiple initiatives such as driving expansion, customer satisfaction, feature adoption, and retention;
Project management experience, as you’ll need to be able to coordinate across various multi-cultural Wazo teams;
Strong communication, relationship building, presentation, customer service, listening and writing skills and ability to concisely explain tricky issues and complex solutions;
Excellent time management and prioritizing abilities;
Both fluent in English and French;
Ability to travel as needed (incl. abroad).
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