1st Line Support Engineer (VoIP/CPaaS)

#Vacancy #SupportEngineer

Role: 1st Line Support Engineer
Location: Remote
Employment: Full-time

We are looking for a 1st Line Support Engineer with experience in VoIP / CPaaS environments to join a growing international team.

This role is ideal for someone who enjoys troubleshooting, working directly with customers, and being at the forefront of resolving real-time communication issues. You will play a key role in ensuring stable service delivery and a high-quality customer experience.

What You Will Do

Handle customer requests via ticketing systems, chat, and email
Perform initial troubleshooting of VoIP and CPaaS-related issues
Run routing and call tests (manual and automated) to verify call delivery and route performance
Assist customers with PBX configuration and connection setup (SIP credentials, trunks, codecs, routing, etc.)
Create and manage tickets with upstream providers for routing or connectivity issues
Escalate complex technical problems to internal Development / Engineering teams
Order, provision, and assign DID numbers based on customer needs
Monitor ongoing incidents and ensure timely resolution
Maintain accurate documentation and updates within the ticketing system

Requirements

Proven experience in the Telecom / VoIP industry (mandatory)
Strong understanding of SIP protocol and VoIP call routing
Basic knowledge of PBX systems (Asterisk, 3CX, FreePBX, or similar)

Strong Advantages

Experience with CPaaS / CCaaS / VoIP platforms
Ability to analyze call logs and troubleshoot connectivity issues
Familiarity with ticketing systems and incident management tools (e.g., Omnidesk, Freshdesk)
Availability to work evening or night shifts (European timezone)

Nice to Have

Experience with platforms such as Twilio, Infobip, Telnyx, Sinch, 8x8, RingCentral, CloudTalk, Aircall, Zadarma
Knowledge of VoIP monitoring and routing tools (iTest, Arptel, Route Inspector, etc.)

What We Offer

Fully remote work environment
Flexible shifts
Paid vacation
3-month probation period with long-term cooperation opportunity
This is a great opportunity to join a fast-paced environment where you can deepen your expertise in VoIP technologies and grow within a global telecom ecosystem.

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