Website Avoxi
International Voice. Done Right.
Company: AVOXI
Location: 100% Remote (Global) | Full-Time
Also See: Infrastructure Engineer
Job Description: Tier 1 Support Engineer – Remote
Are you a tech-savvy problem-solver with a passion for delivering world-class customer service? AVOXI, a leading global provider of cloud communication and contact center solutions, is seeking a dedicated Tier 1 Support Engineer to join our remote-first team. As the first technical point of contact for our international customers, you will play a critical role in troubleshooting our advanced Voice over IP (VoIP) platform and driving customer satisfaction.
This is a fantastic opportunity for a professional with 1-2 years of technical support experience to build a career in the dynamic telecom and SaaS industry. If you excel at diagnosing technical issues, enjoy helping customers succeed, and thrive in a collaborative, “follow the sun” global environment, we invite you to apply.
About AVOXI:
We are reimagining how businesses communicate with their customers. As a Communication-as-a-Service (CaaS) leader, AVOXI provides virtual phone numbers in over 120 countries, sophisticated call routing, and seamless contact center integrations. We are obsessed with customer happiness and building products that make business communications faster, simpler, and smarter. Our remote-first culture values ownership, speed, and continuous improvement.
Your Mission:
To provide exceptional first-line technical support, ensuring rapid resolution of customer inquiries related to our Cloud Communications platform. You will be instrumental in maintaining high customer satisfaction and retention by expertly managing cases across phone, chat, email, and our customer portal.
Key Responsibilities:
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Serve as the first point of contact, performing initial diagnostics and resolving issues related to platform configuration, user setup, basic call routing, and VoIP quality (e.g., latency, jitter, echo).
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Deliver professional, empathetic communication, adhering to strict Service Level Agreements (SLAs). Use de-escalation techniques to manage customer interactions effectively.
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Log, prioritize, and accurately document all support cases in our ticketing system (e.g., Zendesk), ensuring seamless hand-off and escalation to Tier 2 teams when necessary.
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Provide introductory product training and guide customers to self-service resources. Contribute to our knowledge base by documenting new solutions.
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Work within a global, 24/7 support structure, collaborating across time zones to ensure continuous coverage for our international client base.
What You Bring (Required Qualifications):
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1-2 years of experience in a Technical Customer Support or Helpdesk role, preferably within SaaS, Telecom, or VoIP.
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Foundational technical knowledge of networking concepts (TCP/IP, DNS) and how they relate to voice services.
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Experience working with modern ticketing/case management systems (e.g., Zendesk, Salesforce Service Cloud).
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Exceptional communication skills—able to explain complex technical issues clearly and professionally to non-technical users.
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A customer-obsessed mindset, a proactive problem-solving attitude, and a commitment to excellence.
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Willingness to work flexible hours or rotating shifts as part of a global support team.
Key Performance Indicators (KPIs):
Your success will be measured by:
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First Contact Resolution (FCR) Rate
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Customer Satisfaction (CSAT) Score
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SLA Compliance for response and resolution times
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Knowledge Base Contributions
Why Join AVOXI?
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Work from anywhere as part of a truly global, collaborative team.
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We are “Big Enough to Scale, Small Enough to Care.” You will have a real impact and clear opportunities for professional development in a growing company.
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Be at the forefront of transforming business communications and contact center technology.
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Join a culture built on customer obsession, transparency, agility, and collaboration.
Note: Employment is contingent upon passing a background check.
Ready to Launch Your Career in Cloud Communications?
If you are ready to be the technical hero for our global customers and grow with a forward-thinking company, we encourage you to apply.
👉 Apply for the Tier 1 Support Engineer Position
AVOXI is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.