Application Support Engineer

Responsibilities

• Diagnose and resolve VoIP, PBX, SIP, networking, and hardware-related issues
• Support customer onboarding and technical implementations
• Manage Zendesk tickets, calls, and chats with strong prioritization
• Analyze logs, traces, and system behavior to determine root cause
• Troubleshoot call quality issues including latency, jitter, and packet loss
• Collaborate cross-functionally to resolve complex cases and escalate to T2/T3 teams
• Participate in an on-call rotation and contribute to knowledge base documentation

Requirements

• Working knowledge of Zendesk
• Experience with VoIP, SIP signaling, and networking protocols
• Ability to troubleshoot PBX configurations and device provisioning
• Strong problem-solving and analytical thinking skills
• Excellent communication skills for both technical and non-technical audiences
• Ability to thrive under pressure and manage multiple tasks

Benefits

• Medical, dental, and vision insurance
• 401K
• Disability and Life insurance
• Paid vacations and holidays
• Flexible PTO policy
• Casual, laid-back work environment
• Free refreshments and standing desks

About the Company

Cytracom delivers infrastructure software purpose-built to empower managed service providers (MSPs) and IT professionals (ITSPs) with cloud solutions that connect and secure both traditional and hybrid workforces.