**Sr. Technical Support Engineer** LiveVox has been a change-maker in the contact center space since 2000, providing a cost-effective path to voice and digital engagement, while significantly simplifying integration paths within our customers’ environments. Our true omnichannel solution provides a flexible data platform that layers in communication channels to multiply reach to consumers, maximizing every touchpoint, and enabling tailored communications with simplified connectivity to existing systems of record or CRMs. With all conversations, data stores and interactions in one place, LiveVox delivers a comprehensive view of the customer in a single ‘pane of glass’ empowering LiveVox clients to deliver the best experience to their customers. Moreover, our Workforce Optimization component derives actionable insights and identifies training opportunities, enabling call center associates to work effectively from anywhere and to continually improve. LiveVox is adding new positions across all department in the company in the US, Colombia and India. * ESSENTIAL FUNCTIONS & RESPONSIBILITIES: * - Quickly address high priority/time sensitive issues - Collaborating effectively across a wide range of customer facing and non-customer facing technical teams. - Setup test cases and test scenarios using data supplied by Tier 1 regarding an issue in attempt to reproduce the client problems to clearly identify the cause - Meet weekly to discuss technical challenges and seek new ways to resolve issues at their root such that they don’t reoccur - Retain advanced knowledge in the LiveVox service operations and be able to analyze logs, database fields, configurations, and more in order to better troubleshoot - Track all changes made to the LiveVox service to help identify potential causes to a problem - Utilize and construct new tools and scripts to help fix problems, trend, or monitor the systems - Query databases, analyze configurations, search logs, and make challenging technical decisions - Perform configuration changes when required to restore service for a client and understand the consequences of potential changes - Escalate to the appropriate engineering team when an issue is identified that requires code changes - Generate and publish “how to” documentation to the knowledge base when troubleshooting a new issue type - Monitor the status of client campaigns and act in a proactive fashion to address potential issues before they reach the client - Monitor LiveVox service activity on a service component basis to proactively identify potential failures and fix the issue prior to client support calls being placed. Watch alerts generated by internal monitoring systems and respond to those by diagnosing them, establishing a mitigation plan and resolving the issue - Guide, mentor, and train Tier 1 customer support representatives in resolving problems that require general knowledge * EDUCATION/EXPERIENCE REQUIREMENTS: * - University degree in Computer Science, System Engineering or related field - 2+ years in Call Center Experience in a technical operations environment and terminology - General Linux knowledge: ssh, grep, awk, symlinks, scp, tail, head. - General programming knowledge (preferred: bash scripting, perl, php, java - Proficient SQL skills (Oracle and MySQL) to query production databases. SQL Certification Preferred. - Excellent written and spoken English is required - Person in this position is expected to be a self-starter, is resourceful and possess a strong customer service attitude - Excellent teamwork skills - Aptitude to learn quickly and effectively - Sharp attention to detail and excellent organizational skills - Ability to address and resolve time sensitive issues and meet work deadlines - Ability to multitask and work under dynamic conditions and constraints - Advanced understanding of the LiveVox Platform components preferred but not required. * Why You’ll Love Working with Us: * We like to have fun, but at the same time we’re serious about providing contact centers with amazing cloud technology. We have strong and growing revenue and have won a number of awards. We: - Have interesting technical problems to solve, and awesome people to work with - Offer a competitive monthly compensation - Take advantage of being "in the cloud" by working remote occasionally - Are conveniently located close to shopping malls, restaurants and transportation * WHY LIVEVOX* LiveVox is proud to be an equal opportunity workplace and employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you are differently abled in a way that requires accommodation, please let us know. Reasonable accommodations are made to enable individuals peo