Technical Support Specialist (VoIP)

TL;DR

Technical Support Specialist (VoIP): Resolving complex telephony and network-related issues impacting global communication services with an accent on VoIP infrastructure and voice quality troubleshooting. Focus on analyzing logs, collaborating with engineering and carrier partners, and ensuring system reliability for a high-scale customer communications platform.

Location: Must be based in North America (Remote)

Salary: $74,000–$78,000 per year (including 10% annual bonus)

Company

An AI-powered customer communications platform that integrates voice, SMS, WhatsApp, and AI into a seamless workspace for over 22,000 companies worldwide.

What you will do

• Investigate escalated voice-quality issues such as robotic audio, packet loss, and dropped calls.
• Troubleshoot telephony behavior across SIP signaling and WebRTC-based applications.
• Lead technical troubleshooting sessions with customers to diagnose connectivity and routing problems.
• Collaborate with engineering teams and external telecom carriers to identify and resolve systemic issues.
• Train frontline support teams on troubleshooting best practices and maintain internal documentation.
• Identify recurring support trends to recommend product and process improvements.

Requirements

• Must be based in North America
• Experience supporting VoIP, telecom, or UCaaS platforms in a technical support role
• Solid understanding of VoIP concepts, SIP signaling, and IP networking fundamentals (TCP/IP, NAT, QoS)
• Proven ability to troubleshoot real-time communication issues like latency or audio quality
• English proficiency: strong written and verbal communication skills required
• Ability to translate complex technical findings for non-technical stakeholders

Nice to have

• Experience troubleshooting WebRTC-based communication platforms
• Familiarity with packet capture analysis (PCAP) or SIP trace analysis
• Experience with observability tools like Datadog or Zendesk
• Networking certifications such as CCNA

Culture & Benefits

• Competitive salary package with annual bonus potential
• Commitment to work-life balance and a supportive, collaborative environment
• Fast-paced, entrepreneurial company culture with strong team spirit
• Multicultural workplace with employees from over 45 nationalities
• Focus on continuous learning and professional development