Technical Support Engineer 3 (VoIP)

Location: Manila, Philippines; support coverage includes EMEA and US continental hours

Company

hirify.global provides integrated communications and contact center solutions with analytics and customer experience tools.

What you will do

• Serve as the primary support contact for premium clients through phone, email, and chat.
• Troubleshoot configuration, analytics, backend, endpoint, PBX, and call quality issues.
• Resolve client issues and requests during the first interaction whenever possible.
• Coordinate with internal hirify.global teams and third parties to facilitate resolution.
• Identify and escalate priority issues, exceptions, and product feature requests.
• Record support interactions, maintain ticket information, and meet agreed KPIs and compliance requirements.

Requirements

• Experience in a client-facing technical support role.
• Practical knowledge of IP and networking technologies, including LAN and WAN troubleshooting.
• Knowledge of IP telephony, VoIP, SIP, and unified communications.
• Basic knowledge of routers, switches, firewalls, systems, and diagnostic tools.
• Understanding of helpdesk ticketing and knowledge management systems.
• Strong prioritization, multitasking, decision-making, and communication skills with technical and non-technical customers.

Culture & Benefits

• Six-week training program covering product user experience, configuration, analytics, and backend troubleshooting.
• Access to diagnostic and utility tools for device provisioning, endpoint configuration, PBX changes, and call quality analysis.
• Full-time employment.
• Equal employment opportunities and reasonable workplace accommodation.