Technical Support Engineer II

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

📋 Description

• Diagnose and resolve advanced Tier 2 issues related to SIP signaling, call routing, and the behavior of the FreeSWITCH platform.

• Analyze SIP traces, RTP streams, and FreeSWITCH logs to pinpoint the root causes of call quality, registration, and interoperability problems.

• Troubleshoot network-layer issues impacting voice traffic, such as packet loss, jitter, latency, firewall/NAT traversal, and VLAN/QoS misconfigurations.

• Query and analyze operational databases using SQL to investigate call records, provisioning data, and platform telemetry to aid in issue resolution.

• Maintain and document internal runbooks, troubleshooting guides, and resolutions for known issues.

• Collaborate with engineering and product teams on platform issues, bugs, and feature requests.

• Offer technical mentorship and training to Tier 2 support engineers.

• Assist in troubleshooting carrier and vendor integrations (SIP trunks, gateways, UCaaS platforms).

⛳️ Requirements

• A minimum of 4 years of hands-on experience with the SIP protocol (RFC 3261 and related RFCs).

• Extensive knowledge of FreeSWITCH configuration, dialplan, and ESL/event socket.

• Proficient in reading and interpreting SIP packet captures using tools like Wireshark/sngrep/tcpdump.

• Strong understanding of networking concepts within a telephony context, including TCP/UDP, routing, firewalls, NAT, VLANs, and QoS/DSCP marking.

• Working knowledge of SQL for querying relational databases, including call detail records, provisioning tables, and reporting data.

• Experience with VoIP concepts such as codecs, DTMF, NAT traversal, QoS, and TLS/SRTP.

• Familiarity with Linux administration.

• Excellent written and verbal communication skills suitable for both technical and non-technical audiences.

• Good knowledge of SQL.

• Professional proficiency in English (both written and verbal) is essential for daily team communication and documentation.

🏝️ Benefits

• Grow Your Career

• Enjoy Flexibility

• Community & Culture

• Make an Impact