Technical Support Engineer (SIP / VoIP / FoIP)

Location: Remote, hybrid, or in-office at the headquarters in Conshohocken, Pennsylvania, near Philadelphia, United States.

Company

hirify.global provides fax-optimized SIP trunks and T.38 Fax over IP services for business customers in the United States and Canada.

What you will do

• Provide Tier 1 and Tier 2 customer support for FoIP and SIP issues through email, phone, and Zendesk.
• Diagnose SIP signaling, call setup failures, one-way audio, jitter, latency, packet loss, and network configuration problems.
• Analyze SIP traces, PCAP captures, and logs using Wireshark and tcpdump.
• Support T.38 Fax over IP implementations and troubleshoot failed fax transmissions.
• Work with PBX systems, VoIP gateways, SBCs, NAT traversal, and firewall rules.
• Escalate complex issues, test VoIP/FoIP interoperability, and create documentation, FAQs, and user guides.

Requirements

• Bachelor's degree in Computer Science or a related field, or an equivalent combination of education and experience.
• Solid knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, NAT, VPNs, and firewall rules.
• Knowledge of VoIP/SIP protocols and experience with Wireshark.
• Experience with Asterisk, Kamailio, FreeSWITCH, OpenSIPS, or cloud-based VoIP APIs.
• Working knowledge of Linux/Unix and help desk ticketing systems such as Zendesk, Jira, or ServiceNow.
• Strong written and verbal communication skills, with the ability to explain complex technical concepts to customers.

Nice to have

• Experience with fax or FoIP.
• Experience with PBX, SIP-compatible devices, or VoIP interoperability testing.

Culture & Benefits

• Flexible remote, hybrid, and in-office work arrangements.
• Competitive salary with annual profit-sharing and market-adjusted compensation for remote employees.
• Healthcare, 401(k), and generous paid time off.
• Casual, informal, team-oriented environment with substantial independence.
• Access to Philadelphia Flyers season tickets with VIP parking.