Solution Engineer – Hypercare Team

About the role

Join Five9’s Hypercare team as a Solution Engineer, providing advanced technical support and acting as the primary technical liaison for assigned customers. You will ensure timely resolution of high‑impact issues while fostering strong, long‑lasting relationships.

Key responsibilities

• Serve as lead technical point of contact for assigned Hypercare customers and manage high‑impact cases.
• Perform advanced troubleshooting, root‑cause analysis and coordinate escalations to engineering.
• Conduct regular customer check‑ins, Monthly and Quarterly Business Reviews and proactive health monitoring.
• Collaborate with Technical Support Engineers and cross‑functional teams to ensure timely case resolution.

Required profile

• Minimum 3 years of relevant experience, including at least 2 years in software support.
• Bachelor’s degree or equivalent experience.
• Strong written and verbal communication, time‑management and multitasking abilities.
• Willingness to travel and work flexible hours aligned to customer needs.

Required skills

• PBX, ACD, CTI, VoIP and IVR technologies.
• Networking concepts such as TCP/IP and the OSI model.
• Microsoft Office suite – Excel, Word, PowerPoint, Visio.

What we offer

• Company stock options and annual merit increases.
• 15 % night‑shift differential pay.
• Paid leave with cash conversion, HMO with free dependents, retirement plan and life insurance.
• Internet and meal allowance for remote work.
• Employee Assistance Program and comprehensive government‑mandated benefits.