Portfolio Company Positions

Join BCM One's Ecommerce Operations team as a Support Engineer, where your primary responsibility will be to collaborate directly with customers and partners, addressing both general and technical concerns related to our SIP technology and associated services. Through effective communication and strong critical thinking skills, you will investigate and resolve technical issues, ensuring that every interaction results in a positive customer experience.

This role is perfect for someone who is technically skilled, proactive, and comfortable working independently while actively collaborating with a global support team to drive top-notch customer experiences.

Work Locations:

This position can be hybrid or fully remote, with preference given to candidates based in or near our Grand Rapids, Michigan or Herndon, Virginia offices. Candidates must live in and be authorized to work in the United States; this position is not eligible for relocation or sponsorship.

Hours:

Full-time, Monday through Friday, with core hours from 9 a.m. to 6 p.m. Eastern Time. On-call duty follows a rotating schedule and occurs approximately once every seven weeks.

Travel:

No travel is required for this role.

What You Will Do:

• Identify, troubleshoot, and resolve customers' technical issues.
• Work collaboratively with other teams to diagnose and find resolutions to escalated issues.

• Create and update support tickets according to documented processes 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 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.

• Other responsibilities as assigned.

What You Will Need:

• 4-year college degree or equivalent work experience in lieu of degree
• 3+ years of experience isolating and identifying SIP messages
• 3+ years of experience in a customer-facing role
• Experience with VoIP, VoIP hardware, mobile and softphone applications, the OSI Model, TCP/IP, DNS, DHCP, IP routing, routers and switches is required
• Strong analytical, troubleshooting and customer services skills (written and verbal)
• Experience with multiple types of PBX or VoIP equipment
• Proficiency with conveying technical ideas in writing
• Confidence in making accurate, real-time decisions and excellent troubleshooting skills
• A drive to earn and take on additional responsibility when the opportunity arises
• Strong attention to detail and excellent follow-up skills
• A positive and professional attitude
• Must be dependable and exhibit a strong work ethic with team player mentality

Who We Are:

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, SkySwitch, and Pure IP.

Joining the BCM One team is a chance to be part of a financially strong company with an exciting growth story; over the past 4 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. We take our mission “to provide a world-class experience with every human interaction” seriously, which means everything you do makes a difference. And we’re committed to building and nurturing a diverse and inclusive workforce and environment that empowers you to do your best work, spread your wings and reach your full potential. 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.

Why BCM One:

We are committed to creating an environment that fosters 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 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.

How we take care of you:

• Competitive industry salaries
  
• Comprehensive medical, dental, and vision insurance
• Company-provided life and disability insurance
• Matching 401 (k) plan
• Employee Emergency Assistance Fund
• Paid holidays and vacation time
  
• FMLA

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 law.