VoIP Support Engineer

About Role:

Provide technical product support for the UCaaS/VoIP platform by troubleshooting customer issues, assisting with service configuration, and ensuring reliable voice and collaboration services. The role involves working closely with customers and internal teams to diagnose issues related to SIP, call routing, voice quality, and platform features while maintaining high service availability and customer satisfaction.

Role & responsibilities :

Provide L1/L2 technical support for UCaaS/VoIP services, resolving customer issues related to SIP registration, call failures, call routing, and voice quality.

Troubleshoot VoIP problems such as one-way audio, latency, jitter, packet loss, and device or softphone connectivity issues.

Assist customers with service configuration including extensions, IVR, hunt groups, call queues, voicemail, and other UCaaS features.

Analyze call logs, SIP traces, and system diagnostics to identify root causes and implement solutions.

Manage and track support tickets, ensuring timely resolution and communication with customers according to SLA.

Escalate complex technical issues to engineering teams and coordinate until resolution.

Maintain documentation of support cases, troubleshooting steps, and known issues.

Collaborate with product, engineering, and operations teams to improve platform reliability and customer experience.

Skills:

SIP, VoIP, Linux, PSTN, RTP, UDP.

Proficient in system configurations, testing, and troubleshooting.

Expertise in LAN, VLAN, Routing and Switching, and Telecom Protocols.

Strong knowledge of CCNA concepts, including IP addressing, routing, subnetting, and network security.

Familiarity with Telecom protocols such as SIP, VoIP, MPLS, and others.