Technical Support Engineer - Europe, Remote
Hello! ✨ We’re x-hoppers, 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. About Us… 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. Our platform combines wireless headsets, real-time AI insights, and cloud communication, built specifically for the fast pace of retail. 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. 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. 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. About The Role… We are looking for an experienced 2nd / 3rd Line Technical Support Engineer (VoIP) in Europe to maintain continuity for x-hoppers customers and internal teams. You will handle escalated technical issues across VoIP, SIP, DECT, networking, and the Wildix / x-hoppers stack, working closely with support, engineering, project delivery, and customer-facing teams. This is an urgent backfill role focused on preserving deep product knowledge, escalation quality, and fast resolution for complex customer and deployment issues. What You Will Do… Own 2nd/3rd line escalated support cases for x-hoppers customers and internal teams. Troubleshoot VoIP, SIP provisioning, DECT, hardware, and IP networking issues. Validate configurations and support complex customer or deployment scenarios. Coordinate with Engineering and Product on issues requiring deeper investigation or fixes. Advise 1st line support and help improve troubleshooting paths for recurring problems. Document root causes, known issues, and repeatable fixes in internal knowledge materials. Support deployment readiness and technical handover where escalation knowledge is needed. Communicate clearly with technical and non-technical stakeholders during incidents. What You Will Bring… Strong experience in 2nd/3rd line VoIP, UCaaS, or telecom technical support. Hands-on knowledge of SIP provisioning, DECT systems, and hardware diagnostics. Solid IP networking knowledge, including subnets, NAT, firewalls, port forwarding, PoE, and connectivity troubleshooting. Experience with Wildix, x-hoppers, or similar communications platforms is strongly preferred. Ability to own complex escalations independently and drive them to resolution. Clear communication with customers, support teams, and engineering stakeholders. Comfort working remotely with distributed European and international teams. Bonus Points If… Experience with Wildix, x-hoppers, or partner/reseller environments. Experience supporting retail technology deployments or managed services. Familiarity with remote access tools, monitoring dashboards, and log/packet analysis. Experience creating support documentation, troubleshooting playbooks, or training materials. Ability to help mentor 1st line support on technical escalation patterns. Why You’ll Love It Here 👫 Work with a Supportive, High-Performing Team – We believe in trust, autonomy, and working with bright, passionate individuals who drive real impact. 🌍 A Truly International Workplace – Our diverse and inclusive team ensures you’ll always feel connected and supported, no matter where you are. 🚀 Shape the Future of Global Communication – Be part of a team transforming how businesses operate in an era of remote work and AI-powered collaboration. 💼 Join a Profitable & Stable Company – We’re not a startup experiment, we’re a two decade old success story with sustained profitability, meaning we can back your boldest ideas. What we offer 🏖️ Generous Time Off – Take the breaks you need to relax, recharge, and come back inspired. 💻 Top-Tier Tech – Love Mac? So do we! We equip our team with the best tools for success. 🚀 Career Growth & Development – We cover certifications and IT conferences to keep you at the top of your game. Happy with them? We offer even more! Our Benefits are country-specific, you can ask your recruiter for more information Interview Process 🤝 Step 1: Initial Screening – A chat with our Talent Team to understand your background, experience, and motivations. 🛠️ Step 2: Technical/Role-Specific Interview – A deep dive with your potential manager to assess your skills and fit for the role. We Are Wildix Wildix is 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. Ready to join us? Apply Now! Apply To This Job