Location: Redmond, WA
Salary: $80.00 USD Hourly - $90.00 USD Hourly
Description: Enhanced Job DescriptionTechnical Solutions Engineer IIAbout the RoleWe are seeking a Technical Solutions Engineer II to provide advanced technical support and troubleshooting for communication platform products. The ideal candidate combines strong analytical skills, SQL expertise, and customer-facing experience to investigate complex technical issues and drive resolution across cross-functional teams.
This role involves working closely with Product, Engineering, and external partners to troubleshoot production issues, analyze data, identify root causes, and improve the overall customer experience.
Responsibilities- Investigate and resolve complex technical issues reported by customers and partners.
- Perform root cause analysis using logs, monitoring tools, and SQL-based data analysis.
- Partner with Engineering teams to diagnose product defects and validate fixes.
- Provide technical guidance and support for communication technologies including RCS and SIP-based solutions.
- Analyze large datasets to identify trends, anomalies, and operational issues.
- Troubleshoot mobile application issues across Android and iOS platforms.
- Document findings, technical solutions, and support processes.
- Drive issue resolution while maintaining a high level of customer satisfaction.
- Participate in incident response, escalation management, and postmortem reviews.
Minimum Qualifications- Bachelor's degree in Computer Science, Engineering, Information Systems, or related field, or equivalent practical experience.
- 3+ years of experience troubleshooting technical issues for customers, partners, or internal stakeholders.
- 3+ years of experience using SQL for data analysis and problem investigation.
- Experience analyzing logs, APIs, system behavior, and production environments.
- Strong communication and stakeholder management skills.
Preferred Qualifications- 2+ years of experience working with SIP, RCS, SMS, VoIP, or communication technologies.
- 2+ years of Android or iOS application development experience.
- Experience supporting large-scale distributed systems.
- Familiarity with APIs, networking protocols, and cloud technologies.
- Experience with scripting languages such as Python, Java, or Bash.
- Knowledge of monitoring and observability tools.
Key Skills- Technical Troubleshooting
- SQL
- Data Analysis
- Root Cause Analysis
- SIP
- RCS
- Android
- iOS
- API Debugging
- Distributed Systems
- Customer Support Engineering
- Incident Management
- Networking
- Communication Technologies
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