Sr. Technical Support Engineer (VoIP)

TL;DR

Sr. Technical Support Engineer (VoIP): Troubleshooting and resolving issues for a cloud voice platform with an accent on SIP protocol, voice network engineering, and carrier relations. Focus on diagnosing complex IP telephony problems, managing NOC-level tickets, and improving support documentation.

Location: Remote (Must be based in the United States)

Salary: $70,000 - $80,000 / year

Company

Leading provider of cloud communications and collaboration technology that allows companies to connect better.

What you will do

• Handle direct phone queue issues for wholesale customers and SIP carriers.
• Diagnose and resolve problems with voice products or escalate to internal/external teams.
• Manage NOC-level support tickets with carrier partners.
• Prepare outage and incident reports for production and back-office systems.
• Maintain and improve knowledge base and wiki articles.
• Monitor production systems and respond to fraudulent activity.

Requirements

• Must be based in the United States.
• Bachelor’s degree or 4 years of related experience.
• Current and active SSVVP + SSCA certifications required.
• Solid working knowledge of IP telephony and the SIP protocol.
• Experience with Wireshark and Linux environments.
• Ability to work on an on-call support rotation.

Culture & Benefits

• Fast-paced and intense environment where individual contributions are valued.
• Culture built on teamwork, transparency, and mutual accountability.
• Strong internal promotion track with many long-term employees.
• Fully remote work arrangement.

Hiring process

• Application and initial review.
• Candidate evaluation.
• Final hiring decision.