NOC & Technical Support Engineer – VoIP

This is a fully remote position, open to applicants in Argentina.

📋 Description

• Oversee system performance, service availability, and infrastructure alerts utilizing internal tools and dashboards, proactively recognizing disruptions and initiating response measures.

• Conduct initial validation, testing, and diagnosis of incidents, swiftly and accurately escalating issues to the relevant internal teams or external vendors.

• Identify common voice-related issues such as call failures and quality concerns, determining if the problems are internal or related to suppliers.

• Manage and address customer inquiries through asynchronous channels (e.g., Zendesk), ensuring timely, clear, and professional communication.

• Investigate issues by examining logs, browser console, and system behavior for Toku’s browser-based products.

• Provide prompt and clear updates to customers regarding issue status, maintenance activities, and system modifications.

• Maintain a high level of attentiveness to alerts and system behavior, ensuring that no critical issues are overlooked or delayed.

• Collaborate closely with internal teams (engineering, infra, database) and external partners to resolve issues effectively.

• Keep accurate records of customer interactions, incidents, and resolutions within ticketing systems.

• Conduct both proactive and reactive testing of services, including validation of deployments and system changes.

• Assist with basic configuration tasks such as interconnection setup and route adjustments as necessary.

⛳️ Requirements

• Hands-on experience or a robust foundational understanding of SIP (Session Initiation Protocol) and VoIP troubleshooting (voice call failures, call quality issues, basic call flow analysis).

• Capability to perform structured problem analysis, validate issues, and identify appropriate escalation paths.

• Strong attentiveness and discipline when monitoring systems, responding to alerts, and managing operational workloads.

• Excellent written and verbal communication skills, with the ability to articulate technical issues clearly to customers.

• Familiarity with Zendesk or similar CRM/ticketing systems is advantageous.

• Basic understanding of networking concepts (e.g., IP, connectivity, routing fundamentals).

• Experience analyzing logs, browser console output, or system behavior in web-based applications.

• Background in Electronics & Communications Engineering (ECE) or a similar technical discipline is preferred.

• Willingness to work in a 24/7 shift-based environment, including weekends.

• Proven accountability, reliability, and consistency in completing assigned tasks and responsibilities.

• Experience in a technical support, NOC, or operations environment (startup or fast-paced environment preferred).

🏝️ Benefits

• A dependable home setup, including stable internet and backup connectivity, is required to support shift-based operations.

• Continuous Learning & Training: Engage in ongoing training to enhance knowledge across systems, tools, and troubleshooting methodologies.

• Collaborative Environment: Ability to work effectively as part of a team and coordinate with multiple stakeholders.

• Attention to Detail: Ability to manage repetitive, time-consuming tasks with precision and focus.