Technical Support Engineer (VoIP)

TL;DR

Technical Support Engineer (VoIP): Resolving customer technical issues for the hirify.global Cloud platform with an accent on VoIP, SIP, and complex network troubleshooting. Focus on deep system diagnostics, root cause analysis, and ensuring high availability and performance of customer environments.

Location: Hybrid in Manila, Philippines.

Company

hirify.global empowers organizations to improve customer and employee experiences with its AI-powered Experience Orchestration platform.

What you will do

• Serve as primary customer contact for technical issues, interacting via case management, phone, email, chat, and shared screen sessions.
• Collect logs, investigate, replicate, and resolve support issues through troubleshooting and root cause analysis.
• Collaborate with R&D, QA, Technical Publications, and hirify.global Platform Operations to resolve complex support issues.
• Organize and lead conference calls during customer-affecting service interruptions.
• Update Knowledge Base with solutions and ensure Service Level Targets for case response times are met.
• Participate in shift and on-call rotations to provide support coverage outside of standard business hours.

Requirements

• Strong understanding of SIP, WebRTC, VoIP, PCap analysis, troubleshooting call quality, media gateways, and SBC devices.
• Ability to understand complex network topologies, NAT traversal, Firewalls, Information Security, and troubleshoot packet loss, delay, jitter, and CODECs.
• Proficiency in troubleshooting complex systems and strong documentation skills.
• Excellent written and verbal communication skills, with a focus on rapport-building and questioning.
• Ability to conduct research into a wide range of issues and present ideas in a user-friendly manner.
• Bachelor’s degree in Computer Science, Computer Technology, or a related technical discipline, or equivalent professional technical experience required.

Culture & Benefits

• Work for a global corporation with over 6,000 employees focused on customer and employee experiences.
• Embrace empathy and cultivate collaboration in a team-oriented environment.
• Opportunity for independence, making a larger impact, and taking ownership of work.
• Offer great benefits and perks similar to larger tech companies.
• Support for reasonable accommodations for the application process.
• Team that helps each other and likes to have fun.