Technical Support Engineer - USA, Remote

Hello! ✨

We're x-hoppers, and we believe connected teams create better stores. Built for retail and powered by Wildix, our AI-driven platform helps store associates connect, train faster and serve smarter, so they can deliver the kind of in-store experience today's customers actually expect.

About Us…

x-hoppers is on a mission to bring the communications revolution to the shop floor. Whether it's finding a product, answering a customer's question, getting a new hire up to speed or stopping shrink in its tracks, we put the right information in the right hands, at the right time.

Our platform brings together wireless headsets, voice-controlled AI assistance, smart call points, real-time analytics and 500+ integrations into one unified system, built specifically for the pace of modern retail.

We've got the best of both worlds: the agility of a fast-moving scale-up, with the stability of being backed by Wildix, a global UCaaS leader with nearly 20 years of experience in business technology. That combination is how we've gone from idea to award-winning platform in just a few years.

Today, retailers like Ace Hardware, GasKing, Heron Foods and Pro:Direct trust x-hoppers to connect their stores across the US, UK and Europe. And the industry is taking notice, we've now won the RetailTech Breakthrough Award two years running, along with Gold at the 2025 Merit Awards for Telecom.

We're not slowing down. New markets, new products, new integrations and new teammates (hopefully you!) helping us shape what retail looks like next.

If you've ever wanted to join a brand that's already proving itself but still has the energy, ambition and white space of something just getting started, this is your chance to make a real impact.

About The Role…

We are looking for a hands-on, technically capable Technical Support Engineer (VoIP) based in the United States to support our expanding customer base and ensure exceptional service delivery for major pilot programs and full-scale rollouts.
You will support installations, troubleshoot voice and networking issues, configure hardware remotely and on-site, and act as a technical point of contact for delivery partners and customers.
This role mirrors the work done by our existing UK Technical Engineer and will be instrumental as we scale retail deployments across North America.

What You Will Do…

• Support pre-sales and post-sales technical implementation for pilot and full deployments across US retail stores.
• Assist with VoIP system configuration and DECT network setup across the Wildix / x-hoppers stack.
• Collaborate with project delivery and engineering teams on technical validation and remote diagnostics.
• Perform structured network checks, assess PoE and internet readiness, and help onboard new locations.
• Provide technical support to customers and internal teams via ticketing, email, and real-time communication platforms.
• Liaise with third-party installation partners and help ensure quality standards are met.
• Document recurring issues and contribute to internal support and training materials.
• Support remote access configuration and ensure systems are online and monitorable.
• Travel occasionally for site visits during pilot rollouts and escalated support cases.

What You Will Bring…

• 7+ years of experience in VoIP or UCaaS technical support, preferably in customer-facing roles.
• Deep understanding of IP networking, including subnets, NAT, port forwarding, PoE switches, and firewalls.
• Experience with DECT systems, SIP provisioning, and hardware diagnostics.
• Strong troubleshooting mindset with the ability to resolve issues quickly and independently.
• Clear communication with both technical and non-technical audiences.
• Self-starter attitude with comfort working remotely and managing multiple deployments.
• Willingness to travel regionally in the US for installations, training, and escalations, up to 20%.

Bonus Points If…

• Experience supporting UCaaS systems.
• Experience with remote networking tools.
• Familiarity with headset hardware, DECT planning, and site surveys.
• Experience in retail technology deployment or managed services.
• Experience delivering training or documentation for internal or external users.

Why You’ll Love It Here…

🚀 Make an Impact on the Future of Retail – Join a team revolutionizing the way stores operate through cutting-edge communication technology.
🏗️ Build a Brand, Leave a Legacy – This isn’t just a job; it’s a chance to shape the voice, culture, and story of a rising star in retail tech.
👫 Work with a High-Performing Team – We believe in trust, autonomy, and working with passionate professionals who drive real impact.

🌍 A Truly International Workplace – Our diverse and inclusive team ensures you’ll always feel connected and supported, no matter where you are

🚀 Startup Energy, Solid Foundation – We move like a startup, but with the backing of a profitable global leader—so you get the best of both worlds: agility and stability.

What We Offer…

🏖️ Recharge & Reset – We offer generous time off because we know that the best work happens when you’ve had the space to relax and come back inspired.

💻 The Best Tools for the Job – Love Mac? So do we. We’ll equip you with top-tier tech to ensure you have everything you need to succeed.

🚀 Grow Your Career – With access to specialized programs and industry events, we’re committed to keeping you at the very top of your game.

🩺 Comprehensive Well-being – Your health is a priority. We provide Major Medical, Dental, Vision, and Life Insurance, alongside Disability and AD&D coverage.

💰 Plan for the Future – Our 401(k) retirement plan helps you stay focused on your long-term financial goals while you build your legacy with us.

💵 Compensation – The total compensation for this role is between $70K and $80K gross per year of base salary. The final offer will fall within this range, and reflects the candidate’s skills, experience, and work location.

Where You’ll be located
Remote (USA) - Must be based in the United States and authorized to work in the US. Ideally located in EST/CST time zones.

Interview Process

🤝 Step 1: Initial Screening – A conversation with our Talent Team to explore your professional journey, technical background, and what drives you.

🛠️ Step 2: Technical & Role Assessment – A deep dive with your prospective manager to evaluate your expertise and ensure a strong technical fit for the team.

🎯 Step 3: Final Interview – A meeting with our Sales Country Manager to ensure your vision aligns with our overarching business objectives and culture.

We Are Wildix

We are an equal-opportunity employer. We value diversity and welcome all applicants regardless of race, gender, age, religion, or any other characteristic. Everyone is encouraged to apply and is welcome to join our Blue Ecosystem. 

Ready to join us? Apply Now!