Technical Support Engineer - Europe, Remote

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    "description": "<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Hello! ✨</span></p>\n<p><br><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">We’re <span style=\"font-weight: bold\">x-hoppers</span>, and we believe connected teams create better stores. Built for retail and powered by Wildix, our AI-driven platform helps store associates communicate instantly, stay one step ahead, and deliver the kind of service today’s customers expect.</span></p>\n<p><br><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt; font-weight: bold\">About Us…</span></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">We’re x-hoppers and we’re building something big: a smarter, faster way for store teams to stay connected. Whether it’s finding a product, answering a customer’s question or stopping theft in its tracks, x-hoppers puts the right information in the right hands, at the right time. </span></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Our platform combines wireless headsets, real-time AI insights, and cloud communication, built specifically for the fast pace of retail.</span></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">We’re a new brand with a big advantage: we’re backed by Wildix, a global leader in business communication technology. That gives us the freedom to move (and creatively) fast like a startup, with the stability and experience of a proven tech company behind us.</span></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">We’ve already launched in the UK, Europe and the US, and 2025 is our breakout year with new markets, new products and new teammates (like you!) helping us shape what’s next.</span></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">If you’ve ever wanted to build something from the ground up, make a real impact and grow your career alongside a brand that’s just getting started, this is your chance.</span></p>\n<p><br><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt; font-weight: bold\">About The Role…</span></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">We are looking for an experienced 2nd / 3rd Line Technical Support Engineer (VoIP) in Europe to maintain continuity for x-hoppers customers and internal teams.<br>You will handle escalated technical issues across VoIP, SIP, DECT, networking, and the Wildix / x-hoppers stack, working closely with support, engineering, project delivery, and customer-facing teams.<br>This is an urgent backfill role focused on preserving deep product knowledge, escalation quality, and fast resolution for complex customer and deployment issues.</span></p>\n<p><br><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt; font-weight: bold\">What You Will Do…</span></p>\n<ul>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Own 2nd/3rd line escalated support cases for x-hoppers customers and internal teams.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Troubleshoot VoIP, SIP provisioning, DECT, hardware, and IP networking issues.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Validate configurations and support complex customer or deployment scenarios.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Coordinate with Engineering and Product on issues requiring deeper investigation or fixes.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Advise 1st line support and help improve troubleshooting paths for recurring problems.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Document root causes, known issues, and repeatable fixes in internal knowledge materials.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Support deployment readiness and technical handover where escalation knowledge is needed.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Communicate clearly with technical and non-technical stakeholders during incidents.</span></li>\n</ul>\n<p><br><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt; font-weight: bold\">What You Will Bring…</span></p>\n<ul>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Strong experience in 2nd/3rd line VoIP, UCaaS, or telecom technical support.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Hands-on knowledge of SIP provisioning, DECT systems, and hardware diagnostics.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Solid IP networking knowledge, including subnets, NAT, firewalls, port forwarding, PoE, and connectivity troubleshooting.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Experience with Wildix, x-hoppers, or similar communications platforms is strongly preferred.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Ability to own complex escalations independently and drive them to resolution.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Clear communication with customers, support teams, and engineering stakeholders.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Comfort working remotely with distributed European and international teams.</span></li>\n</ul>\n<p><br><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt; font-weight: bold\">Bonus Points If…</span></p>\n<ul>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Experience with Wildix, x-hoppers, or partner/reseller environments.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Experience supporting retail technology deployments or managed services.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Familiarity with remote access tools, monitoring dashboards, and log/packet analysis.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Experience creating support documentation, troubleshooting playbooks, or training materials.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Ability to help mentor 1st line support on technical escalation patterns.</span></li>\n</ul>\n<p><br><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt; font-weight: bold\">Why You’ll Love It Here</span></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">👫 <span style=\"font-weight: bold\">Work with a Supportive, High-Performing Team</span> – We believe in trust, autonomy, and working with bright, passionate individual<span style=\"font-weight: bold\">s</span> who drive real impact.</span></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">🌍 <span style=\"font-weight: bold\">A Truly International Workplace</span> – Our diverse and inclusive team ensures you’ll always feel connected and supported, no matter where you are.</span></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">🚀 <span style=\"font-weight: bold\">Shape the Future of Global Communication</span> – Be part of a team transforming how businesses operate in an era of remote work and AI-powered collaboration.</span></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">💼 Join a Profitable &amp; Stable Company </span>– We’re not a startup experiment, we’re a two decade old success story with sustained profitability, meaning we can back your boldest ideas.</span></p>\n<p><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt; font-weight: bold\">What we offer</span></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">🏖️ <span style=\"font-weight: bold\">Generous Time Off </span>– Take the breaks you need to relax, recharge, and come back inspired.</span></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">💻 <span style=\"font-weight: bold\">Top-Tier Tech</span> – Love Mac? So do we! We equip our team with the best tools for success.</span></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">🚀<span style=\"font-weight: bold\"> Career Growth &amp; Development</span> – We cover certifications and IT conferences to keep you at the top of your game.</span></p>\n<p><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Happy with them? We offer even more! Our Benefits are country-specific, you can ask your recruiter for more information</span></p>\n<p><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt; font-weight: bold\">Interview Process</span></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">🤝 <span style=\"font-weight: bold\">Step 1: Initial Screening</span> – A chat with our Talent Team to understand your background, experience, and motivations.</span></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">🛠️ <span style=\"font-weight: bold\">Step 2: Technical/Role-Specific Interview</span> – A deep dive with your potential manager to assess your skills and fit for the role. </span><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt; font-weight: bold\">We Are Wildix</span></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Wildix is 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. </span></p>\n<p><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Ready to join us? Apply Now!</span></p>",
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