Solution Engineer - Hypercare Team at five9

This role is designed for a seasoned technical support professional with at least 5 years of experience, specifically within the Contact Center as a Service (CCaaS) or VoIP space. The ideal candidate functions as a hybrid between a Senior Support Engineer and a Technical Account Manager, possessing deep knowledge of networking protocols (TCP/IP, OSI) and telephony systems like PBX, ACD, and IVR. As part of the Hypercare team, you will act as the primary technical advocate for high-priority enterprise customers. This is a hybrid position based in Manila that offers a robust benefits package, including company stocks, a performance-based annual merit increase, and a 15% night shift differential. The company also provides unique perks like cash-convertible leaves, HMO with dependents, and internet/meal allowances for remote work setups. **You might be a good fit if you...** * Have 3+ years of experience troubleshooting complex software issues and managing high-severity escalations. * Possess a strong technical foundation in VoIP, Networking theories, and contact center operations. * Are comfortable acting as the lead point of contact for enterprise stakeholders and providing root cause analysis. * Are willing to work flexible shifts aligned with global customer time zones and travel when necessary.