Technical Support Specialist (VoIP)

TL;DR

Technical Support Specialist (VoIP): Investigating and resolving complex telephony and network-related issues impacting voice quality for a global customer communication platform with an accent on VoIP troubleshooting, SIP signaling, and carrier integration. Focus on analyzing logs and signaling data, collaborating with engineering teams, and driving the resolution of systemic calling issues.

Location: Must be based in Australia

Salary: $95,000 – $110,000 per year (including 10% annual bonus OTE)

Company

hirify.global is an AI-powered customer communications platform used by over 22,000 companies to unify voice, SMS, and WhatsApp in a single workspace.

What you will do

• Investigate escalated voice-quality issues like jitter, packet loss, and latency.
• Troubleshoot call routing and telephony behavior across SIP and WebRTC applications.
• Analyze signaling data and call traces to identify root causes of failures.
• Lead technical troubleshooting sessions with customers and telecom providers.
• Collaborate with Engineering to diagnose platform-level service issues.
• Develop internal troubleshooting documentation and train frontline support teams.

Requirements

• Based in Australia
• Experience supporting VoIP, telecom, or UCaaS platforms.
• Solid understanding of IP networking (TCP/IP, NAT, VLANs, QoS).
• Knowledge of SIP signaling and call routing concepts.
• Experience troubleshooting real-time communications issues.
• Strong verbal and written communication skills in English.

Nice to have

• Familiarity with WebRTC and packet capture analysis (PCAP).
• Experience with observability tools like Datadog or analytics via Looker.
• Knowledge of Zendesk, Jira, and Confluence.
• Relevant networking certifications such as CCNA.

Culture & Benefits

• Work-life balance with a focus on healthy team culture.
• Fast-learning, entrepreneurial environment within a scaling company.
• Multicultural and inclusive team spanning 45+ nationalities.
• Competitive salary package with annual bonus structure.