Technical Support Engineer - USA, Remote

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    "description": "<p><span style=\"color: rgb(0, 0, 0); font-family: arial, helvetica, sans-serif; font-size: 18pt\">Hello! ✨</span></p>\n<p><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: arial, helvetica, 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></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: arial, helvetica, sans-serif; font-size: 12pt; font-weight: bold\">About Us…</span></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: arial, helvetica, 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: arial, helvetica, 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: arial, helvetica, 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: arial, helvetica, 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: arial, helvetica, 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></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: arial, helvetica, sans-serif; font-size: 12pt; font-weight: bold\">About The Role…</span></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: arial, helvetica, sans-serif; font-size: 12pt\">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.<br>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.<br>This role mirrors the work done by our existing UK Technical Engineer and will be instrumental as we scale retail deployments across North America.</span></p>\n<p><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: arial, helvetica, 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: arial, helvetica, sans-serif; font-size: 12pt\">Support pre-sales and post-sales technical implementation for pilot and full deployments across US retail stores.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: arial, helvetica, sans-serif; font-size: 12pt\">Assist with VoIP system configuration and DECT network setup across the Wildix / x-hoppers stack.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: arial, helvetica, sans-serif; font-size: 12pt\">Collaborate with project delivery and engineering teams on technical validation and remote diagnostics.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: arial, helvetica, sans-serif; font-size: 12pt\">Perform structured network checks, assess PoE and internet readiness, and help onboard new locations.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: arial, helvetica, sans-serif; font-size: 12pt\">Provide technical support to customers and internal teams via ticketing, email, and real-time communication platforms.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: arial, helvetica, sans-serif; font-size: 12pt\">Liaise with third-party installation partners and help ensure quality standards are met.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: arial, helvetica, sans-serif; font-size: 12pt\">Document recurring issues and contribute to internal support and training materials.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: arial, helvetica, sans-serif; font-size: 12pt\">Support remote access configuration and ensure systems are online and monitorable.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: arial, helvetica, sans-serif; font-size: 12pt\">Travel occasionally for site visits during pilot rollouts and escalated support cases.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: arial, helvetica, 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: arial, helvetica, sans-serif; font-size: 12pt\">7+ years of experience in VoIP or UCaaS technical support, preferably in customer-facing roles.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: arial, helvetica, sans-serif; font-size: 12pt\">Deep understanding of IP networking, including subnets, NAT, port forwarding, PoE switches, and firewalls.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: arial, helvetica, sans-serif; font-size: 12pt\">Experience with DECT systems, SIP provisioning, and hardware diagnostics.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: arial, helvetica, sans-serif; font-size: 12pt\">Strong troubleshooting mindset with the ability to resolve issues quickly and independently.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: arial, helvetica, sans-serif; font-size: 12pt\">Clear communication with both technical and non-technical audiences.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: arial, helvetica, sans-serif; font-size: 12pt\">Self-starter attitude with comfort working remotely and managing multiple deployments.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: arial, helvetica, sans-serif; font-size: 12pt\">Willingness to travel regionally in the US for installations, training, and escalations, up to 20%.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: arial, helvetica, 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: arial, helvetica, sans-serif; font-size: 12pt\">Experience supporting UCaaS systems.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: arial, helvetica, sans-serif; font-size: 12pt\">Experience with remote networking tools.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: arial, helvetica, sans-serif; font-size: 12pt\">Familiarity with headset hardware, DECT planning, and site surveys.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: arial, helvetica, sans-serif; font-size: 12pt\">Experience in retail technology deployment or managed services.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: arial, helvetica, sans-serif; font-size: 12pt\">Experience delivering training or documentation for internal or external users.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: arial, helvetica, 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: arial, helvetica, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">🚀 Make an Impact on the Future of Retail – </span>Join a team revolutionizing the way stores operate through cutting-edge communication technology. <br>🏗️ <span style=\"font-weight: bold\">Build a Brand, Leave a Legacy</span> – This isn’t just a job; it’s a chance to shape the voice, culture, and story of a rising star in retail tech.<br><span style=\"font-weight: bold\">👫 Work with a High-Performing Team – </span>We believe in trust, autonomy, and working with passionate professionals who drive real impact.</span></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: arial, helvetica, 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: arial, helvetica, sans-serif; font-size: 12pt\">🚀 <span style=\"font-weight: bold\">Startup Energy, Solid Foundation</span> – 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.</span></p>\n<p><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: arial, helvetica, sans-serif; font-size: 12pt; font-weight: bold\">What We Offer…</span></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: arial, helvetica, sans-serif; font-size: 12pt\">🏖️ <span style=\"font-weight: bold\">Recharge &amp; Reset – </span>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.</span></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: arial, helvetica, sans-serif; font-size: 12pt\">💻 <span style=\"font-weight: bold\">The Best Tools for the Job – </span>Love Mac? So do we. We’ll equip you with top-tier tech to ensure you have everything you need to succeed.</span></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: arial, helvetica, sans-serif; font-size: 12pt\">🚀 <span style=\"font-weight: bold\">Grow Your Career – </span>With access to specialized programs and industry events, we’re committed to keeping you at the very top of your game.</span></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: arial, helvetica, sans-serif; font-size: 12pt\">🩺 <span style=\"font-weight: bold\">Comprehensive Well-being – </span>Your health is a priority. We provide Major Medical, Dental, Vision, and Life Insurance, alongside Disability and AD&amp;D coverage.</span></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: arial, helvetica, sans-serif; font-size: 12pt\">💰 <span style=\"font-weight: bold\">Plan for the Future – </span>Our 401(k) retirement plan helps you stay focused on your long-term financial goals while you build your legacy with us.</span></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: arial, helvetica, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">💵 Compensation</span> – 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.</span></p>\n<p><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: arial, helvetica, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">Where You’ll be located</span><br>Remote (USA) - Must be based in the United States and authorized to work in the US. Ideally located in EST/CST time zones.</span></p>\n<p><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: arial, helvetica, sans-serif; font-size: 12pt; font-weight: bold\">Interview Process</span><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: arial, helvetica, sans-serif; font-size: 12pt\">🤝 <span style=\"font-weight: bold\">Step 1: Initial Screening – </span>A conversation with our Talent Team to explore your professional journey, technical background, and what drives you.</span></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: arial, helvetica, sans-serif; font-size: 12pt\">🛠️ <span style=\"font-weight: bold\">Step 2: Technical &amp; Role Assessment – </span>A deep dive with your prospective manager to evaluate your expertise and ensure a strong technical fit for the team.</span></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: arial, helvetica, sans-serif; font-size: 12pt\">🎯 <span style=\"font-weight: bold\">Step 3: Final Interview – </span>A meeting with our Sales Country Manager to ensure your vision aligns with our overarching business objectives and culture.</span></p>\n<p><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: arial, helvetica, sans-serif; font-size: 12pt; font-weight: bold\">We Are Wildix</span></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: arial, helvetica, sans-serif; font-size: 12pt\">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. </span></p>\n<p><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: arial, helvetica, sans-serif; font-size: 12pt\">Ready to join us? Apply Now!</span></p>",
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