Tier One Telecom Support Engineer (Telecom)

TL;DR

Tier One Telecom Support Engineer (Telecom): Providing technical support for telecom transport issues, working with customers and carriers to resolve service disruptions with an accent on Layer 1 and Layer 2 troubleshooting. Focus on fault isolation, carrier coordination with CLECs/ILECs, and maintaining service level agreements (SLAs).

Location: Remote (Must be based in Pasig, Metro Manila, Philippines)

Company

hirify.global is a leading provider of Cloud Communications, Managed Connectivity, and Managed Security serving over 22,000 enterprise locations worldwide.

What you will do

• Perform Layer 1 and Layer 2 OSI model testing and fault isolation through router log analysis and loop testing.
• Coordinate directly with CLECs and ILECs to troubleshoot and resolve customer transport issues.
• Manage internal and carrier trouble tickets to ensure resolution within contracted SLAs.
• Provide professional technical support via phone, email, and chat, setting clear expectations for customers.
• Diagnose sources of problems (hardware, software, or user-related) and advise on next steps.
• Collaborate cross-functionally with Senior/Lead Technicians and Tier 2 support for complex escalations.

Requirements

• 2+ years of experience researching and resolving telecom technical issues (voice, internet, and data).
• Strong knowledge of WAN technologies and centralized device monitoring tools.
• Working knowledge of Cisco, Adtran, Velo SD-WAN, Meraki, and Fortinet Firewall hardware.
• Experience working with CLECs and ILECs (e.g., Verizon, AT&T, CenturyLink).
• Experience with broadband, copper, fiber, and wireless transport technologies.
• Basic understanding of network topology and commands like ping and traceroute.

Nice to have

• Familiarity with SIP (Session Initiated Protocol) and RTP (Real-time Transport Protocol).
• Basic understanding of SD-WAN and Firewall technologies.
• Experience with loopback testing and traditional TDM networks.
• Relevant telecom industry certifications.

Culture & Benefits

• Family-owned and operated company with a strong reputation for integrity and reliability.
• Flexible shift options including Day, Mid, and Night shifts.
• Opportunity to work with a global customer base in a fast-paced environment.
• Award-winning customer service culture.