Tech Support Engineer - Incident Management Specialist

Are you a technically driven support engineer who thrives when the stakes are high? At Telavox, our operator clients expect fast, precise, and well-communicated support, and this role sits at the heart of delivering exactly that.

Telavox is a fast-growing digital telco combining the reliability of telecom with the agility of SaaS. Our platform serves operators across Europe with high uptime expectations and demanding SLA requirements. We are now looking for a Tech Support Engineer with a specialist track in incident management; someone who handles complex technical cases day-to-day and steps up as a key contributor when incidents happen.

As a Tech Support Engineer — Incident Specialist, you carry the full responsibilities of a Tech Support Engineer and additionally take an active role in Telavox's incident management capability. You are a trusted technical resource for some of our most demanding clients, large operators who expect issues to be resolved quickly and communicated clearly.

This role includes being on a rotating on-call 24/7 schedule one week per month to be available and take action when incidents happen.

Your day-to-day work includes:

• Providing second-line technical support to operator clients via tickets, phone, email, and chat — owning the dialogue and driving issues to resolution

• Troubleshooting API integrations, SIP/VoIP call flows, and backend system behaviour to identify and communicate root causes

• Performing database queries to investigate backend issues and provide engineering teams with precise technical insights

• Acting as a primary liaison between customers and engineering, escalating and prioritising complex issues

• Working alongside the team to build long-term technical trust with major platform clients

• Contributing to team knowledge, internal documentation, and FAQ resources based on real-world customer interactions

• Effectively utilising internal AI tools to accelerate troubleshooting and resolution

During incidents, you:

• Work under the direction of the Incident Management Lead to triage alerts, distribute workload, and drive parallel resolution tracks

• Contribute to real-time incident documentation — capturing timeline, actions taken, and impact

• Participate in post-mortem reviews and flag gaps or improvement opportunities in runbooks and playbooks

• Participate in the rotating on-call schedule (beredskap), approximately one week per month, responding to incidents outside business hours within agreed SLA targets

You are technically sharp and customer-focused in equal measure. You investigate thoroughly, communicate clearly under pressure, and you understand that for our operator clients, uptime is not a nice-to-have.

You are reliable in an on-call context. You understand that availability and responsiveness are part of the role, and you take that seriously.

We are looking for someone with:

• 2–3 years of experience in technical support, technical operations, or a related role — preferably in a SaaS, telecom, or platform environment

• Experience working with large enterprise or operator clients with demanding uptime and SLA expectations

• Solid technical foundation in API integrations, SIP/VoIP protocols, or similar communication technology

• Ability to perform database queries and interpret backend system behaviour

• Familiarity with incident management processes; experience in an on-call role is an advantage

• Experience with Atlassian tooling (Jira, Confluence), HubSpot, or equivalent platforms

• Fluent English, written and spoken, and preferably proficient in one or more Scandinavian languages. Additional languages relevant to operator markets are a plus.

• Willingness to participate in a rotating on-call schedule, approximately one week per month

Since Telavox's journey started in 2002, we have strengthened our position as the leading forward-thinking communication platform for businesses. As a digital mobile operator, we develop and own our all-in-one communication platform, which integrates telephony, PBX, messaging, meetings, and contact centers, giving businesses a smarter way to connect.

Today, we’re a thriving company with 1.9 billion SEK in revenue and 500+ Telavoxers across nine countries. We embrace AI and automation to push the boundaries of business communication.

We offer flexible work options and adaptable hours, giving you the freedom to balance life and career while staying connected to our vibrant Telavox culture.

Read more about our new HQ in Malmö 🏠!

At Telavox, we don't focus on fitting in; we focus on making room for everyone.

We’re always on the lookout for great talent, so applications are reviewed continuously. If you're ready to be part of an innovative, AI-driven telecom company, apply today with your CV and cover letter in English. 

For any questions, feel free to reach out to Talent Acquisition Partner Ami Faraguna at ann-marie.faraguna@telavox.com

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