{"id":2107629,"url":"https://alion.io/job/alianza-support-engineer","title":"Support Engineer","company":{"id":1813420,"name":"Alianza","domain":"alianza.com","url":"https://alion.io/company/alianza-com","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"ADP","truth_index":null},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-10-08T19:57:00Z","employer_posted_date":"2026-10-08","last_verified_at":"2026-10-10T20:11:17Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Alianza is looking for a Support Engineer to join our Technical Support department. This role focuses on resolving customer issues across the breadth of the Alianza portfolio - from configuration questions to deeper technical debugging - with speed, accuracy, and a strong commitment to customer satisfaction. The ideal candidate is an experienced troubleshooter who is comfortable owning a ticket queue autonomously, balancing competing priorities and SLA commitments, and who thrives in a fast-paced, dynamic environment.\nKey Responsibilities\nFront-Line Intake: Serve as the first technical eye on incoming tickets in assigned product areas - validating, classifying by complexity, and routing to the right group when work belongs elsewhere.\nTicket Resolution: Resolve customer issues through systematic diagnostic techniques and applied product knowledge, working toward First Contact Resolution (FCR) wherever practical, as a key driver of customer satisfaction. Manage your ticket queue autonomously, applying effective prioritisation within Service Level Agreements (SLAs).\nEscalation & Collaboration: Work alongside Technical Advisors on complex issues requiring deeper expertise, and escalate to Engineering or third-party vendors where specialist intervention is needed, providing complete and clear documentation that enables efficient resolution.\nCustomer Advocacy & Ownership: Take full ownership of technical issues, drive them to a timely resolution, and proactively communicate status updates - especially for at-risk or unhappy customers. Go the extra mile to ensure customer happiness.\nProduct Knowledge: Build and maintain working knowledge across the breadth of the Alianza platform and product portfolio, rather than concentrating in a single domain, in order to handle a wide variety of incoming issues.\nKnowledge Contribution & Mentoring: Identify recurring tickets that are candidates for permanent deflection, write knowledge-base articles and self-help content, and keep existing documentation accurate and useful. Share efficient ticket-handling techniques with newer team members.\nOn-Call: Participate in a 24×7 emergency rotation, ensuring critical customer issues are addressed promptly.\nRequired Skills & Experience\nTechnical & Problem-Solving\nStrong technical troubleshooting skills, with proven ability to trace customer-reported symptoms to root cause across complex systems and to learn and master the Alianza product portfolio.\nProficiency managing a ticket queue autonomously, balancing volume with effective prioritisation across competing demands.\nAbility to work independently and multitask effectively in a dynamic, interrupt-driven, high-pressure environment.\nCommunication & Customer Service\nOutstanding written and verbal communication skills, including the ability to professionally, clearly, and quickly articulate problems and solutions to both technical and non-technical audiences.\nExceptional phone and customer handling skills, including the ability to manage frustrated customers with professionalism and empathy.\nStrong business sense and understanding of situational context to accommodate a wide variety of customer personas across product lines.\nQualifications (Required)\n3+ years of professional technical support experience, with demonstrated growth in handling progressively complex technical issues.\nKnowledge and experience with voice and/or telecom technologies.\nQualifications (Preferred)\n.Knowledge and experience with the Metaswitch MetaSphere suite of telecom products.\nAttributes for Success\nThe ideal candidate possesses the following innate qualities and team behaviors:\nOwnership: A natural sense of responsibility and commitment to task completion.\nTeamwork: A strong team-oriented approach to effectively share workloads and co-work issues.\nAttitude: Positive energy, enthusiasm, and a contribution to overall team morale.\nGrowth: Curiosity, openness to continuous learning, and resilience when faced with 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