Technical Operations Engineer

OneCloud is looking for a Technical Operations Engineer to serve as a senior, multi-disciplinary technical resource across our full product line. In this role, you’ll go where your expertise makes the biggest difference, whether that’s resolving complex escalations, partnering with Sales Engineering on product demonstrations and solution design, leading remote installations and migrations, or helping drive technical development for Calldacity, OneCloud’s subsidiary. This is a fully remote position reporting to the Support Center Manager, who sets the priorities that guide how your time is balanced across these areas. You’ll bring deep NetSapiens platform expertise to every engagement and help the whole team grow stronger through thoughtful documentation, process improvement, and mentorship. 

DUTIES AND RESPONSIBILITIES

• Resolve complex and escalated cases across OneCloud UCaaS and CCaaS products, including call routing, SIP signaling, device registration, call quality, and NetSapiens platform configuration.
• Serve as a senior escalation resource for Level I and Level II technicians, reviewing escalation notes and advising on next steps and root cause. 
• Follow the APEC process on every case, capturing diagnostic state (call traces, presence and queue status, device registration) before remediation, following through with a root cause analysis. 
• Own assigned tickets through resolution in line with SLA/SLO standards, the Priority Matrix SOP, and the Support Ticket Workflow SOP. 
• Prepare complete, well-documented vendor escalations and record vendor ticket references in the OneCloud ticket. 
• Assess customer network readiness during pre-sales and installations, documenting the network baseline and identifying risks before go-live. 
• Assist in positioning, deploying, and supporting OneCloud managed network solutions such as Peplink and UniFi. 
• Deliver product demonstrations of OneCloud solutions to prospects and customers in partnership with Sales Engineering.
• Support discovery, solution design, and platform capability guidance during the sales cycle, including scoping technical requirements for new opportunities.
• Ensure a clean technical handoff from sales to implementation so commitments made during the sales process are documented and deliverable. Installations & Migrations 
• Plan and execute remote installations, provisioning, and migrations, including PBX configuration, call flow build-out, hardware provisioning, and number porting coordination. 
• Validate deployments before customer sign-off by testing inbound and outbound calling, routing, voicemail, fax, and mobile functionality. 
• Produce configuration documentation at handoff sufficient to establish the customer's configuration baseline and fault boundaries.
• Support the technical development of Calldacity, OneCloud's subsidiary, including partner
• onboarding, branding configuration, and deployment validation.
• Act as a technical resource for partners, providing training and guidance on NetSapiens platform
• administration.
• Contribute to partner-facing documentation and onboarding processes as the offering matures.
• Documentation, Process & Mentorship
• Create and maintain internal and customer-facing knowledge base articles, converting resolved
• cases and recurring questions into reusable documentation.
• Contribute to SOP development and process standardization across support, onboarding, migration,
• and escalation workflows.
• Mentor and train technicians on advanced NetSapiens, call routing, and troubleshooting workflows.
• Communicate proactively with the Operations Manager on workload, competing requests, and
• emerging trends; requests for this role's time from other departments are coordinated through the
• Operations Manager.
• Other duties as assigned by leadership.

QUALIFICATIONS

• Expert-level knowledge of the NetSapiens platform, including domain and user administration, dial plans, call routing, call queues, auto attendants, and partner configuration.
• Strong VoIP fundamentals (SIP, RTP, codecs, device registration, SBCs, packet capture analysis) and working knowledge of the network factors that affect voice quality (QoS, DNS/DHCP, NAT, SIP ALG).
• Demonstrated ability to deliver technical product demonstrations and translate customer requirements into solution designs.
• Experience managing end-to-end onboarding or migration projects, including hardware provisioning and number porting.
• Proven ability to manage competing priorities across multiple functions while maintaining documentation discipline and SLA commitments.
• Exceptional verbal and written communication skills, comfortable engaging customers, partners, sales teams, and senior leadership.
• Highly motivated self-starter able to work independently in a remote environment while staying closely connected to an on-site team.
• Experience with CRM and ticketing systems (Zoho, Salesforce, Zendesk, etc.); familiarity with ITIL/ITSM concepts preferred.
• Dedicated home workspace with reliable, business-grade internet suitable for voice, video, and remote support work.
• Strong networking fundamentals (TCP/IP, routing and switching, VLANs, DNS, DHCP, NAT, QoS), with hands-on firewall and edge-device troubleshooting experience.
• Comfortable reading and interpreting packet capture and network diagnostics, with the discipline to capture evidence before remediation.
• Experience with managed network and SD-WAN platforms (Peplink InControl, UniFi, FortiGate, SonicWall, or similar) preferred.

EDUCATION AND EXPERIENCE

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
• 5+ years of experience in technical support, sales engineering, or technical operations, including at least 3 years in a UCaaS, CCaaS, or VoIP environment.
• Demonstrated senior-level NetSapiens experience, including advanced troubleshooting, escalation management, and customer or partner onboarding.
• Experience training or mentoring technicians and developing SOPs or technical documentation preferred.
• Experience supporting partner or channel programs preferred.
• Familiarity with additional platforms (Avaya, Cisco, 3CX, Microsoft Teams) is a plus.

WORK ENVIRONMENT AND PHYSICAL REQUIREMENTS

• This is a remote position. On-site attendance at the Charlotte, NC office is required for the initial onboarding period (approximately one week) and periodically thereafter for training, team events, and project needs.
• Travel to OneCloud and customer locations across North Carolina (including Charlotte, Raleigh, and Wilmington) may be required for installations, escalations, demonstrations, and project needs.
• Must be willing to participate in on-call rotations and work after hours as needed.
• Prolonged periods of sitting or standing while working on a computer.
• Must be able to lift up to 25 pounds at times.
• Must be 21 years of age with a valid driver's license and clean driving record.