NOC & Technical Support Engineer (VoIP)

TL;DR

NOC & Technical Support Engineer (VoIP): Monitoring and troubleshooting cloud communications and customer engagement solutions with an accent on incident triage, SIP/VoIP analysis, and customer support. Focus on detecting system disruptions, diagnosing voice-related issues, and ensuring rapid escalation in a 24/7 operational environment.

Location: Remote (South America). Candidates from Spanish-speaking countries such as Argentina, Chile, Peru, and Paraguay are encouraged to apply.

Company

Cloud communications provider creating bespoke CX solutions for enterprises with a strong growth trajectory in APAC and global markets.

What you will do

• Monitor system health, service availability, and infrastructure alerts to proactively identify disruptions.
• Perform initial validation, testing, and diagnosis of incidents before escalating to internal teams or vendors.
• Diagnose VoIP and SIP-related issues, including call failures and quality problems.
• Manage customer queries via Zendesk, ensuring professional and timely asynchronous communication.
• Investigate application-level issues using logs and browser consoles for web-based products.
• Operate within a 24/7 shift rotation model, including weekends, without on-call responsibilities.

Requirements

• Hands-on experience with SIP and VoIP troubleshooting (call flow analysis, quality issues).
• Professional proficiency in both English and Spanish is required.
• Must be based in South America with a reliable home setup and backup connectivity.
• Ability to perform structured problem analysis and determine accurate escalation paths.
• Willingness to work in a 24/7 shift-based environment.
• Basic understanding of networking fundamentals (IP, connectivity, routing).

Nice to have

• Familiarity with monitoring tools such as Wireshark, VoIPmonitor, or Datadog.
• Educational background in Electronics & Communications Engineering (ECE).
• Experience in a fast-paced startup or technical operations environment.

Culture & Benefits

• Work at a LinkedIn Top Startup and FT High Growth Company.
• Structured operations environment with clear boundaries and no on-call duties.
• Opportunity to solve meaningful, real-world challenges in cloud communications.