Tier 2 Technical Support Engineer (VoIP)

TL;DR

Tier 2 Technical Support Engineer (VoIP): Providing advanced technical support for a global communications platform with an accent on complex troubleshooting of network and application issues. Focus on resolving high-priority customer cases, documenting technical solutions, and maintaining industry-standard protocols like SIP and TCP/UDP.

Location: Onsite in BGC, Taguig City, Manila. Shift: US Business Hours.

Company

hirify.global is a global provider of cloud communications and CX solutions empowering businesses with performance and insights.

What you will do

• Resolve complex customer issues via phone, email, and case management systems.
• Troubleshoot and replicate application issues across Windows, OS X, iOS, and Android.
• Investigate network and handset problems using SIP, HTTP/HTTPS, SSH, TELNET, and UDP/TCP.
• Document technical findings and escalate critical issues to higher-level engineering teams.
• Contribute to the customer-facing knowledge base with detailed procedural guides.
• Participate in an on-call rotation to address high-impact issues during off-hours.

Requirements

• University degree (BS or BA), preferably in a technical field.
• Experience in customer service and technical troubleshooting.
• Familiarity with command-line interfaces.
• Fluency in English is required.
• Must be based in BGC, Taguig City (Onsite).
• Ability to work during US Business Hours.

Nice to have

• Familiarity with Linux/Unix systems.
• Network certifications such as CompTIA Network+ or CCNA.
• Fluency in additional languages.

Culture & Benefits

• Collaborative team environment with cross-functional communication.
• Opportunity to gain expertise in a wide range of communication technologies.
• Equal employment opportunity (EEO) employer.