BCM One is a leading telecom provider of NextGen Communications and Managed Services that has been in business for 30 years with more than 18,000 business customers and 5,000 channel partners who rely on our products, services, and teams to support their critical underlying network infrastructure. BCM One is the parent company to our family of brands that includes SIP.US, SIPTRUNK, Flowroute, and SkySwitch.

Joining the BCM One team is a chance to be part of a financially strong company with an exciting growth story; over the past 3 years we’ve brought together leading companies in our space who have built products, services, and programs to innovate and disrupt our industry. Now, operating under one roof, we are taking BCM One to the next level and looking for talented individuals to help make that happen. When you choose to work at BCM One, you get to work with a talented team and build experience with the leading technologies, suppliers, and partners in our industry. We don’t offer cookie-cutter solutions, so the opportunities are endless, and the work is always varied and interesting. At BCM One, we encourage our team to learn something new every day, so you don’t just become part of our growth story, we become part of yours.

Position Overview
To keep up with our growth, BCM One is looking for a Support Engineer to join our SIP.US Team. As a Support Engineer, you will work directly with our customers and partners to troubleshoot and resolve general and technical issues within our SIP technology and the services we offer. You will leverage your communication and critical thinking skills to investigate and resolve technical problems while providing a great customer experience to the customers and partners we serve. At BCM One, we take our mission “to provide a world-class experience with every human interaction” seriously, which means everything you do makes a difference.

This is a Tier 2 support position. The ideal candidate has 3-5 years of SIP troubleshooting experience and enjoys supporting customers in a technical environment with a focus on delivering a great customer experience. This is a great opportunity for candidates that thrive in a collaborative team environment and are looking to take the next step in their career.

Work Locations: This is a hybrid or remote optional position with the ability to be based out of one of the following office locations: Alpharetta, Georgia; Grand Rapids, Michigan; Herndon, Virginia,

Work Hours: Monday – Friday
Required participation in an emergency technical support 24/7 on-call rotation and holiday coverage as needed

What you will do:

• Provide technical and general support to our customers and partners maintaining high levels of satisfaction and service.
• Identify, troubleshoot, and resolve customers technical issues submitted by phone or ticketing system. Working collaboratively with other teams to diagnose and find resolutions to escalated issues.
• Create and update support tickets according to documented process and procedures managing tickets assigned to completion.
• Support International & Domestic Fraud monitoring.
• Investigate and troubleshoot customer issues regarding the function of their Session Initiation Protocol (SIP) Trunk and associated services, specifically SIP Trunk REGISTER and Call Processing, by reviewing SIP Messages / PCAPs and Call Detail Records.
• Troubleshoot network, configuration, and connectivity issues related to VoIP services.
• Investigate SMS/MMS issues by reviewing configuration and MDRs.

What you will need:

• 4-year college degree or equivalent work experience.
• 3+ years' isolating and identifying SIP messages.
• 3+ years’ experience in a customer-facing role.
• Experience with TCP/IP, DNS, DHCP, IP routing and VoIP devices, knowledge of SBCs (AudioCodes, Ribbon, Adtran AnyNode), SD-WAN (Versa).
• Experience with multiple types of IP PBX.
• Excellent analytical, troubleshooting and customer services skills (written and verbal).
• Ability to quickly learn and adapt in an ever-changing environment.
• Experience with Wireshark and Linux preferred.
• Experience with Ticketing and Billing Software, ie Zendesk, AutoTask, CostGuard IDI.

Why BCM One
We are committed to creating an environment that fosters teamwork, accountability, innovation, and teamwork. Many BCM One employees have been with the company for 10+ years, which we think says a lot about our culture. We offer competitive industry salaries, comprehensive health, dental and life insurance, matching 401 (k) plan, family emergency fund and competitive paid time off program.

We Are a Team

• We pride ourselves on our team-based approach to providing quality solutions for our clients. BCM One encourages a culture of collaboration, exposing employees to different areas of the business and fostering career growth.
• We support employee involvement and provide opportunities to be responsible stewards via our BCM One Gives Back Program and our Emergency Fund to help our team members who are going through difficult times.

Hard Work is Recognized

• We offer an Employee of the Quarter program with a monetary award and Employee of the Year that includes a 7-day vacation package to the Caribbean. In addition, we host various regional team-building gatherings throughout the year.
• We believe in developing our team members and offer many opportunities for training, professional development and career growth.

Your Voice is Heard

• We empower our team members to speak up and look for opportunities in challenges.
• We have an Employee Council and a Diversity Equity and Inclusion Committee made up of volunteers from across the company who share a passion for making BCM One a great place to work and find ways to positively impact our communities.

BCM One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by applicable laws.

Job Type: Full-time

Pay: $50,000.00 - $55,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Supplemental pay types:

• Bonus pay

Work Location: Hybrid remote in Alpharetta, GA 30004

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