Intermedia Intelligent Communications · 9 hours ago
Technical Support Engineer
California, United States
Full-time
Hybrid
Mid Level
$60K/yr - $70K/yr
3+ years expIntermedia Intelligent Communications is a leading provider of cloud communications and collaboration technology. In the role of Technical Support Engineer, you will assist customers with escalated technical support issues, ensuring a high level of customer satisfaction while troubleshooting and resolving challenging problems related to Intermedia products.
Cloud Data ServicesEmailIdentity ManagementInformation TechnologySaaSSecuritySmall and Medium BusinessesSoftwareUnified CommunicationsVideo Conferencing
Responsibilities
Maintain Case Ownership Model and ensure resolution or escalation of issues within set SLA
Must obtain and remain current on defined certifications for role and assigned queues
Answer phone calls, respond to emails and respond to internal escalations as defined in workflow escalation and queue processes
Work closely with customers and partners to troubleshoot and resolve challenging issues
Diagnose and fix problems encountered with Intermedia products or escalate to appropriate internal or external parties
Document, investigate and resolve problems reported by other customer-facing departments
Maintain and improve Technical Support policies, procedures and knowledge bases
Actively pass knowledge to co-workers at every opportunity
Interface with vendors to acquire knowledge and troubleshoot problems
Work as defined (in advance) by Support management on specific projects with system engineers and developers when troubleshooting problems and implementing fixes and workarounds
Prepare outage and incident reports for the Intermedia production and back office systems
Monitor production systems
This role may require overtime as needed to maintain desirable queue levels and the Worry-Free Experience™ for customers
This role may require need off-hours and on-call support on a rotational basis
Work remotely via company VPN, without interruption to customer experience, as needed
Qualification
Required
Bachelor/Collegiate Degree or a minimum 3 years of experience in a technical support environment preferably in a Contact Center
Demonstrated ability to assess impacts to customer experience and make improvements that result in an overall positive customer experience as measured through CSAT, NPS and other Customer Feedback Channels
Demonstrated ability to understand competing priorities and demonstrated ability to make educated decisions and display a sense of urgency when assisting customers
Knowledge of Windows OS and basic PC troubleshooting strongly desired
Ability to communicate effectively with employees and customers
Must enjoy taking on challenging problems
Excellent written and verbal communication skills
Ability to flow chart and clearly define diagnostic steps in creating a working troubleshooting guide
Company
Intermedia Intelligent Communications
Intermedia is the cloud communications company that helps over 150,000 businesses connect better, from wherever, through our AI-powered platform that includes voice, video conferencing, chat, SMS, contact center, business email and productivity, file sharing and backup, security, archiving, and more.
1001-5000 employees
H1B Sponsorship
Intermedia Intelligent Communications has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2024 (2)
2023 (3)
2022 (1)
2021 (3)
2020 (2)
Funding
Current Stage
Late StageTotal Funding
unknown2017-02-01Series Unknown
2016-09-14Acquired
2012-04-29Series Unknown
Leadership Team
Michael Gold
Chairman & CEO
Jonathan Levine
Chief Technology Officer, Chief Information Officer, Chief Information Security Officer
Recent News
2025-11-14
Company data provided by crunchbase