Bilingual Technical Advance Support – SaaS | Bogotá

Company: Ringover

As a Bilingual Technical Advance Support, you’ll be the final escalation point for technical issues affecting our top-tier customers on the Ringover cloud-calling platform. You will troubleshoot complex voice, messaging, and API-driven workflows, deep-dive into logs and JSON payloads, and partner directly with Software Engineering to isolate defects and ship fixes.

Your time will be split between reactive case work (all severities for our top 20 enterprise clients) and proactive platform improvements, with a strong emphasis on mentoring Level 1/2 agents.

Key Responsibilities

• Advanced Case Handling — Own and resolve P1–P4 tickets for designated strategic accounts. Capture detailed repro steps, gather logs, SIP traces, and JSON responses; deliver clear RCA summaries to clients.
• Dev-Team Liaison — Reproduce bugs in staging, document findings, file Jira stories, and confirm fixes. Participate in daily stand-ups and post-mortems.
• Configuration & Change Management — Implement complex tenant settings (IVR, smart routing JSON, webhooks, API keys) while following change-control policies.
• Observability & Continuous Improvement — Build and maintain Grafana dashboards, define alert rules, and surface chronic issues or usage trends to Product.

Required Skills & Experience

• Experience: 5+ years in telecom or VoIP SaaS support with at least 2 years in a Level 3 / escalation role OR 5+ years in Escalated Support for Software or CCaaS with at least 2 years in Level 3 / escalation.
• Technical Expertise: Expert troubleshooting of SIP, RTP, WebRTC, and REST/GraphQL APIs.
• Data Handling: Comfort reading/editing JSON payloads and using tools like cURL or Postman.
• Tools: Hands-on experience with Grafana, Loki/Prometheus, and log-aggregation pipelines.
• SDLC Knowledge: Solid grasp of the software SDLC and chain-of-command in an agile environment; able to triage issues vs. bugs vs. feature requests.
• Soft Skills: Demonstrated self-starter: you absorb documentation, lab setups, and training modules independently and share knowledge.
• Communication: Clear, concise technical writing and customer-facing communication (English).

Nice-to-Have

• Familiarity with Zendesk portal.
• Scripting experience (Python, Bash, Node) for log parsing or API automation.
• Experience supporting WebSockets, STUN/TURN, or media gateways.
• AI Vibe coder.

Success Indicators (First 6 Months)

• Resolve the majority of top-tier tickets without Engineering intervention.
• Publish KB articles or runbooks that reduce Level 1/2 escalations.

Compensation & Benefits (Colombia)

• Cesantías y Prima (13th salary): Included in accordance with Colombian labor law.
• Health & Dental Insurance: Colmédica Zafiro Elite – individual coverage fully paid by Ringover.
• Work Location: 100% Remote.
• Working Schedule: 44 hours per week.

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We’re an equal-opportunity employer and value diversity in all forms. If you’re passionate about flawless voice experiences and enjoy diving deep into packets and JSON, we’d love to meet you.

The contract will be managed through a professional employer organization.

Ringover is an Equal Opportunity Employer. All persons will receive consideration for employment without regard to any discrimination (race, color, religion, gender, sexual orientation...).

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Responsibilities:

This role serves as the final escalation point for technical issues on the cloud-calling platform, requiring ownership of advanced case handling for strategic accounts and delivering clear Root Cause Analysis summaries. The agent will also act as a liaison with the development team by reproducing bugs, filing Jira stories, and participating in stand-ups, alongside managing complex tenant configurations.

Requirements:

Candidates must possess 5+ years in telecom/VoIP SaaS support or escalated software support, with at least 2 years in a Level 3/escalation role, demonstrating expert troubleshooting of SIP, RTP, WebRTC, and REST/GraphQL APIs. Essential technical skills include comfort reading/editing JSON, using tools like cURL/Postman, and hands-on experience with Grafana and log aggregation pipelines.