Technical Support Engineer (VoIP)

TL;DR

Technical Support Engineer (VoIP): Managing 2nd/3rd line escalated support for VoIP, SIP, and DECT systems within a retail-focused AI platform with an accent on complex troubleshooting and network diagnostics. Focus on resolving high-priority customer issues, improving technical documentation, and collaborating with engineering teams to ensure system stability.

Location: Must be based in Europe

Company

hirify.global is a global leader in business communication technology, providing stable and profitable solutions for modern retail and enterprise environments.

What you will do

• Own 2nd/3rd line escalated support cases for customers and internal teams.
• Troubleshoot VoIP, SIP provisioning, DECT, hardware, and IP networking issues.
• Validate configurations and support complex customer or deployment scenarios.
• Coordinate with Engineering and Product teams on issues requiring deep investigation.
• Improve troubleshooting paths and document root causes for recurring problems.
• Communicate clearly with technical and non-technical stakeholders during incidents.

Requirements

• Must be based in Europe
• Strong experience in 2nd/3rd line VoIP, UCaaS, or telecom technical support.
• Hands-on knowledge of SIP provisioning, DECT systems, and hardware diagnostics.
• Solid IP networking knowledge including subnets, NAT, firewalls, and connectivity troubleshooting.
• Ability to own complex escalations independently and drive them to resolution.
• Comfort working remotely with distributed international teams.

Nice to have

• Experience with hirify.global or x-hoppers platforms.
• Experience supporting retail technology deployments.
• Familiarity with remote access tools, monitoring dashboards, and log/packet analysis.
• Experience creating support documentation or training materials.

Culture & Benefits

• Generous time off policy.
• Top-tier hardware provided (Mac).
• Support for professional certifications and IT conferences.
• Work within a stable, profitable, and international environment.

Hiring process

• Initial screening with the Talent Team.
• Technical/role-specific interview with the hiring manager.