Technical Support Engineer (VoIP)

TL;DR

Technical Support Engineer (VoIP): Providing Tier 2 technical support for cloud communications and collaboration services with an accent on telephony, SIP, and network troubleshooting. Focus on resolving complex connectivity issues, managing case ownership, and ensuring a high-quality customer experience.

Location: Fully remote within the United States

Salary: $60,000 – $70,000 / year

Company

hirify.global is a leading provider of cloud communications and collaboration technology that helps companies connect better.

What you will do

• Provide Tier 2 direct support via phone, email, and internal escalations.
• Troubleshoot and resolve challenging issues related to telephony and networking products.
• Collaborate with carrier partners, system engineers, and developers to implement fixes and workarounds.
• Maintain case ownership and ensure resolution or escalation within 48 hours.
• Document and improve technical support policies, procedures, and knowledge bases.
• Perform on-call support on a rotational basis.

Requirements

• Bachelor's degree or 3-4 years of experience in technical support, preferably in a Contact Center environment.
• High aptitude in Telephony, PBX phone systems, SIP, VoIP, and Fax.
• Strong working knowledge of Networking, Routers, Firewalls, IP, and working with ISPs.
• Proficiency in Windows OS and basic PC troubleshooting.
• Excellent written and verbal communication skills.
• Must be based in the United States.

Nice to have

• Network certifications.
• Experience with UNIX, LDAP, SQL, T1, T3, or ISDN.

Culture & Benefits

• Fast-paced environment with a culture built on teamwork and transparency.
• Strong internal growth opportunities with a history of long-term employee tenure.
• Fully remote work arrangement utilizing company VPN.
• Accountability-driven environment where every employee's voice is heard.

Hiring process

• Application submission.
• Internal review.
• Hiring decision.