Technical Support Specialist (VoIP)

TL;DR

Technical Support Specialist (VoIP): Investigating and resolving complex telephony and network-related issues impacting customer communication with an accent on voice quality, VoIP troubleshooting, and telecom integrations. Focus on analyzing call signaling, diagnosing platform-level failures, and collaborating with engineering teams and carrier partners to ensure call reliability.

Location: Must be based in Portugal (Remote)

Company

hirify.global is an AI-powered customer communications platform providing voice, SMS, and WhatsApp integrations for teams worldwide.

What you will do

• Investigate and resolve escalated voice-quality issues like jitter, packet loss, and latency.
• Troubleshoot call routing and telephony behavior across SIP, VoIP, and WebRTC infrastructures.
• Analyze signaling data and call logs to identify root causes of connectivity problems.
• Lead technical troubleshooting sessions with customers and internal stakeholders.
• Collaborate with external telecom carriers to investigate routing and service issues.
• Train support teams and improve internal escalation documentation and processes.

Requirements

• Experience supporting VoIP, telecom, or UCaaS platforms in a technical role.
• Strong understanding of VoIP concepts including SIP signaling and call routing.
• Solid knowledge of IP networking fundamentals such as TCP/IP, NAT, VLANs, and QoS.
• Must be located in Portugal.
• Proficient in written and verbal English.
• Strong analytical and problem-solving skills for complex technical issues.

Nice to have

• Experience with WebRTC platforms or carrier-level troubleshooting.
• Familiarity with packet capture analysis (PCAP) or observability tools like Datadog.
• Certification such as CCNA.
• Fluency in German.

Culture & Benefits

• Fast-paced environment with a focus on product innovation and ownership.
• Strong emphasis on work-life balance and supportive team culture.
• Multicultural environment with 45+ nationalities represented.
• Competitive salary and benefits package.
• Commitment to diversity, equity, and inclusion.