Technical Support Engineer (Level 3) at Convoso

| Greater LA Area
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At Convoso, we’re constantly, vigilantly looking for ways to reshape the future of lead generation contact centers. Our mission is to revolutionize the call center industry by empowering agents to convert leads faster.  That’s where you come in. We’re seeking a Technical Support Engineer (Level 3) whose responsibilities will include taking Tier 2 ticket escalations, helping clients resolve more serious issues, logging/tracking/troubleshooting bugs, and working with vendors to ensure our software is up and running. 

What You Will Do

  • Manage escalated tickets and ensure proper testing and troubleshooting was done at all levels
  • Provide coaching to clients, customer success and engineering
  • Provide coaching to Level 1 and Level 2 Technical Support Representatives.
  • Help clients with more complex problems. 
  • Help desk issues that may come up, help problem-solve bugs and use the system After Hours Support / Weekend Support as needed

Who You Are

  • You have the ability to analyze complex data and develop innovative recommendations and solutions
  • You have excellent planning, organizing, and project management skills
  • You have excellent verbal, written and presentation skills
  • You have strong customer, quality and results orientation
  • You have the ability to interact effectively at all levels and across diverse cultures
  • You have the ability to be an effective team member and manage various projects
  • You have the ability to assist in facilitating progressive change
  • You have the ability to coach and train colleagues effectively
  • You are a self-starter and take initiative to do whatever it takes to achieve objectives

Qualifications

  • Bachelor’s Degree (preferred) and 5 year(s) progressively responsible, related experience
  • 5+ years of call center and technical support experience 
  • 3+ years of VOIP experience (SaaS VOIP preferred)
  • 5+ years of Hardware and Software troubleshooting experience
  • 3+ years of SaaS troubleshooting experience in a Tier 2 capacity (console debugging, data analysis, root cause analysis, etc.)

Work Perks Worth the Hype

  • Competitive compensation package 
  • Medical, dental, and vision insurance 
  • 401 (k) employer match program 
  • Gym membership reimbursement 
  • Fully stocked kitchen (vegetarian friendly) 
  • Catered family lunches together (Every Friday)
  • Weekly Happy Hours 
  • Your birthday off
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Technology we use

  • Engineering
    • C++Languages
    • JavaLanguages
    • PerlLanguages
    • PHPLanguages
    • PythonLanguages
    • SqlLanguages
    • lampLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • LaravelFrameworks
    • Node.jsFrameworks
    • SparkFrameworks
    • SymfonyFrameworks
    • TensorFlowFrameworks
    • ZendFrameworks
    • MySQLDatabases

Location

5955 De Soto Ave Ste 210, Woodland Hills, CA 91367

An Insider's view of Convoso

What’s the vibe like in the office?

Our office vibe mirrors our core value "Work Hard Play Hard." There are days where everyone is working on their tasks and getting things done but we make sure to balance it out with ping pong breaks, video game Fridays, and company lunches.

Betty Ly

Product/Admin

How do you collaborate with other teams in the company?

At Convoso, we like to promote collaboration amongst departments. It's always nice to see team-members work together to solve a problem!

Meg

VP Operations

How has your career grown since starting at the company?

Within the first year at Convoso I had absorbed enough knowledge to become a Software Engineer with leadership opportunities on the horizon. A short year after that I was promoted to Team Lead Engineer. Through hard work and great opportunities I was able to grow my career much more rapidly at Convoso than I could have at another software company

Travis

Team Lead Engineer

How do you make yourself accessible to the rest of the team?

My door is always open! If it's closed.. you can always message me. I am always ready to help and solve issues with the team.

Meg

VP Operations

What makes someone successful on your team?

We’re passionate about growth. We look for team members who are hungry and passionate about growing as individuals. We like to see initiative, adaptability, and a positive outlook. One of our core values is teamwork. We’re successful as a team when we focus on communication and working together toward our shared goal of putting our customers first.

Nima

CEO

What are Convoso Perks + Benefits

Convoso Benefits Overview

Competitive compensation package
Medical, dental, and vision insurance
401 (k) employer match program
Gym membership reimbursement
Fully stocked kitchen (vegetarian friendly)
Monthly massages
Weekly catered family lunches together
Weekly happy hours
Your birthday off

Culture
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Highly diverse management team
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
On and offsite team building events.
Stocked Kitchen
Some Meals Provided
Happy Hours
Happy hours are hosted On occasion .
Parking
Fitness Subsidies
Monthly Gym Reimbursement
Professional Development Benefits
Cross functional training encouraged
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