Technical Support Specialist

About the Company

A cloud communications provider offering VoIP phone systems, unified communications, contact center solutions, business internet, and AI-powered tools such as automated receptionists and voice agents. It serves small to large enterprises across industries such as healthcare, legal, hospitality, and financial services, with 24/7 US-based support and a 99.999% uptime SLA.

Role Summary

Handle complex VoIP and voice escalations, using call traces, SIP ladders, packet captures, and monitoring data to isolate problems across endpoints, customer networks, voice platforms, and carriers.

Position Details

• Location: Remote
• Type: Full-time
• Reports to: Customer Operations Leadership
• Language: Fluent English required
• Experience: About 1 year
• Education: No formal degree required; experience and English proficiency are the priorities
• Working hours: 9am to 5pm EST, Monday to Friday
• Training: 1 week

Key Responsibilities

• Investigate and resolve escalated VoIP and voice issues, including failed calls, audio problems, dropped calls, and latency, jitter and packet loss
• Read and interpret SIP ladder diagrams and call flows to identify signaling failures
• Analyze network traffic using packet-capture tools such as Wireshark or tcpdump
• Troubleshoot networking issues across TCP/IP, DNS, NAT, firewalls, routing, and QoS
• Correlate customer reports with call logs, traces, and platform data to diagnose root cause
• Create clear, evidence-based escalations for engineering teams, carriers, and vendors
• Communicate technical findings, impact, and next steps to technical and non-technical audiences
• Maintain accurate case documentation and contribute to knowledge articles and troubleshooting procedures

Required Skills

• About 1 year of professional experience troubleshooting voice systems in a VoIP, unified communications, telecom, contact center, or SIP-based environment
• Working knowledge of SIP signaling, able to follow a call from initiation through termination
• Hands-on experience with packet-capture tools (Wireshark, tcpdump, or comparable)
• Solid networking fundamentals (TCP/IP, DNS, NAT, firewalls, routing, latency, jitter, packet loss)
• Strong, structured, evidence-driven troubleshooting approach
• Clear written and verbal communication, able to explain technical issues to non-technical customers
• Fluent English

Hiring Process

One to two interviews plus a skills assessment.

What We Offer

• 10 days of PTO
• US holidays
• Remote position