Dstny BE
Sr Platform Support Teamlead (L3 Lead) UCaaS & Connectivity
🇧🇪Zaventem, Flanders, Belgium23 days ago
SeniorFull TimeEN
At Dstny, we believe that great work begins with great communication.
As a global leader in hybrid work enablement, we make it easy for SMEs to connect, collaborate, and thrive - wherever work happens.
Our solutions combine true mobility, seamless integrations, and the power of AI to deliver exceptional experiences for both customers and employees.
Whether you’re using your mobile, laptop, desk phone, or our market-leading integrations, Dstny is always accessible through your preferred interface.
Headquartered in Brussels, our team of over 1,000 colleagues spans 8 countries and supports more than 4 million users worldwide.
Join us and be part of a company that’s shaping the future of work, Make Hybrid Work together with Dstny.
apply nowDstny is a dynamic and innovative company specializing in managed services, with a strong focus on modern communication and connectivity platforms.
Our portfolio includes advanced UCaaS solutions such as a cloud IPBX, CRM connectors, seamless MS Teams integration, and mobile/fixed convergence, as well as managed connectivity and security services including SDWAN, firewalls, WiFi, and email security.
To strengthen our support organization, we are introducing a dedicated Level 3 engineering team responsible for deep technical expertise, platform stability, and advanced troubleshooting across our managed services.
We are looking for a Senior Platform Support Engineer who will act as the technical teamlead for our Level 3 support team covering both UCaaS and connectivity platforms.
This role combines deep technical expertise, operational ownership, and team leadership.
The successful candidate will serve as the highest technical escalation point, ensuring platform stability, resolving complex incidents, and driving improvements across our support organization.
In addition to hands-on technical troubleshooting, this person will mentor the team, improve operational processes, and help automate repetitive operational tasks, working closely with Supportt, Delivery, pre-sales and product teams.
Key Responsibilities
Level 3 Support & Escalation
Act as the highest technical escalation point for complex incidents across UCaaS and connectivity platforms.
Troubleshoot and resolve advanced issues related to:
Cloud IPBX platforms
MS Teams integrations
CRM connectors
Mobile/fixed convergence
Network and security infrastructure
Work closely with Level 2 teams to accelerate incident resolution and knowledge transfer.
Work closely with GIS Corevoice teams and Group level product owners.
Lead technical root cause analysis (RCA) & problem management, and ensure proper documentation of major incidents.
Platform Stability & Continuous Improvement
Ensure the reliability, performance, and scalability of the managed platforms.
Identify structural problems and recurring incidents and implement long-term fixes.
Monitor system performance and propose improvements to increase platform resilience and service quality.
Coordinate with internal engineering teams and vendors when deeper product issues arise.
Technical Documentation & Knowledge Management
Develop and maintain high-quality technical documentation, including:
troubleshooting procedures
operational playbooks
platform architecture overviews
escalation guides
Ensure support teams have the necessary documentation and knowledge to resolve incidents efficiently.
Drive the continuous improvement of the support knowledge base in collaboration with the Support Continuous Improvement Manager.
Automation & Operational Efficiency
Identify repetitive or operationally heavy tasks and propose automation solutions.
Work with development teams to define and implement automation and tooling improvements.
Contribute to DevOps-style improvements that increase operational efficiency and reduce manual work.
Team Leadership & Mentorship
Provide technical leadership for the Level 3 engineering team.
Mentor and coach Level 2 engineers to grow their technical expertise.
Establish best practices for troubleshooting, incident management, and platform support.
Help define support processes, escalation paths, and operational standards.
6+ years of experience in networking, unified communications, or managed services environments
Strong expertise in at least several of the following areas:
VoIP / SIP / IP telephony
UCaaS platforms
Microsoft Teams telephony integration
Networking (routing, switching, SDWAN)
Firewalls and network security
Strong troubleshooting skills across complex distributed platforms
Experience working in Level 3 or escalation engineering roles
Experience writing clear technical documentation
Strong analytical and problem-solving mindset
Ability to explain complex technical issues in a clear and structured way
A key role in a fast-growing European tech company
A collaborative, no-nonsense culture with room for initiative
A team of passionate colleagues who love what they do
A chance to make a real impact on Dstny’s growth journey
A challenging job in a fast-growing company where you can also grow yourself (with plenty of room for training)
A competitive salary, including an eco-friendly company car with fuel/charging card or an interesting flexible mobility budget.
Electronic meal vouchers, health insurance.
Seniority days: extra vacation days based on your seniority (1 day every 3 years, up to a maximum of 4 days)
Flex Income Plan: tailor extra advantages using your budget of your 13th month
Access to Benefits@Work: enjoy discounts at a wide range of popular brands and retailers
Flexible working hours, with the possibility of remote work. Because in digitalization, we should set a good example, right?
A pleasant working environment in a renewed Dstny house, customized to the wishes of our Destinians.
A great team of colleagues and wonderful customers.
A friendly atmosphere with regular fun team-building activities or company events.
Always fresh soup, fruit, and delicious coffee.
To be a part of the Dstny family: an ambitious, inclusive and people-centric organisation