We are seeking a Technical Support Engineer to provide high-quality technical support to customers using our telecommunications, VoIP, hosted PBX, networking, and software platforms.
The ideal candidate has strong troubleshooting skills, excellent communication, and the ability to investigate technical issues across multiple systems. This position will work directly with customers as well as internal engineering, network, and development teams.
Key Responsibilities
Customer Technical Support
- Provide Level 1–2 technical support by phone, email, ticketing system, and remote sessions.
- Troubleshoot customer issues involving VoIP, SIP, hosted PBX, phones, SMS, networking, and software.
- Diagnose problems by gathering logs, reproducing issues, and analyzing system behavior.
- Clearly communicate technical solutions to customers with different levels of technical knowledge.
- Maintain ownership of tickets from initial report through resolution.
- Escalate complex issues to Level 2/3 engineering when necessary.
VoIP & Telecommunications
- Troubleshoot SIP registration, inbound/outbound calling, caller ID, DTMF, codecs, audio quality, and call routing.
- Troubleshoot hosted PBX features including IVR, ring groups, queues, voicemail, call forwarding, and time conditions.
- Troubleshoot SIP phones and endpoints, including provisioning and configuration.
- Investigate one-way audio, no audio, dropped calls, failed calls, and call-quality problems.
- Understand SIP signaling and RTP media flows.
Networking
- Troubleshoot basic LAN/WAN, DHCP, DNS, NAT, firewall, and port-forwarding issues.
- Diagnose connectivity and latency problems.
- Understand TCP/IP, UDP, VLANs, and common networking concepts.
- Work with customer IT personnel to resolve network-related VoIP issues.
Systems & Software
- Review application and server logs to identify problems.
- Use command-line tools for troubleshooting when appropriate.
- Work with Linux-based systems and common troubleshooting utilities.
- Assist engineering teams with identifying software bugs and technical issues.
- Document recurring problems and develop knowledge-base articles and troubleshooting procedures.
Requirements
- 5+ years of experience in technical support, IT support, telecommunications, networking, or a related field.
- Strong troubleshooting and analytical skills.
- Working knowledge of TCP/IP networking.
- Experience troubleshooting Windows and/or Linux systems.
- Basic understanding of DNS, DHCP, NAT, VPNs, and firewalls.
- Strong customer-service and communication skills.
- Ability to work independently and manage multiple support tickets.
- Ability to document technical issues clearly and accurately.
Preferred Qualifications
- Experience with VoIP, SIP, hosted PBX, or telecommunications.
- Experience with FreeSWITCH, Asterisk, FusionPBX, or similar platforms.
- Experience with SIP phones such as Yealink, Poly, Grandstream, or Cisco.
- Experience with Wireshark or SIP packet captures.
- Knowledge of RTP and VoIP codecs.
- Linux administration experience.
- Experience with PostgreSQL or other databases.
- Experience using APIs and REST services.
- Familiarity with monitoring and logging platforms.
- Experience with Freshdesk, Zendesk, or similar ticketing systems.