Technical Support Engineer – VoIP, PBX

This is a fully remote position, open to applicants in Pakistan, +2 more states.

📋 Description

• Deliver Level 1–2 technical assistance via phone, email, ticketing systems, and remote sessions.

• Resolve customer issues related to VoIP, SIP, hosted PBX, telephones, SMS, networking, and software.

• Diagnose problems by collecting logs, replicating issues, and analyzing system behavior.

• Convey technical solutions to customers with varying levels of technical expertise.

• Maintain responsibility for tickets from the initial report until resolution.

• Escalate intricate issues to Level 2/3 engineering as needed.

• Troubleshoot SIP registration, inbound/outbound calling, caller ID, DTMF, codecs, audio quality, and call routing.

• Address hosted PBX features such as IVR, ring groups, queues, voicemail, call forwarding, and time conditions.

• Troubleshoot SIP phones and endpoints, including provisioning and configuration.

• Investigate issues such as one-way audio, no audio, dropped calls, failed calls, and call quality problems.

• Comprehend SIP signaling and RTP media flows.

• Troubleshoot fundamental LAN/WAN, DHCP, DNS, NAT, firewall, and port-forwarding issues.

• Diagnose connectivity and latency challenges.

• Collaborate with customer IT personnel to resolve network-related VoIP challenges.

• Review application and server logs to pinpoint issues.

• Utilize command-line tools for troubleshooting as necessary.

• Work with Linux-based systems and standard troubleshooting utilities.

• Assist engineering teams in identifying software bugs and technical issues.

• Document recurring issues and create knowledge-base articles and troubleshooting procedures.

⛳️ Requirements

• 5+ years of experience in technical support, IT support, telecommunications, networking, or a comparable field.

• Strong troubleshooting and analytical abilities.

• Proficient understanding of TCP/IP networking.

• Experience troubleshooting Windows and/or Linux systems.

• Basic knowledge of DNS, DHCP, NAT, VPNs, and firewalls.

• Excellent customer service and communication skills.

• Capability to work independently and manage multiple support tickets.

• Ability to document technical issues clearly and accurately.

• Preferred: Experience with VoIP, SIP, hosted PBX, or telecommunications.

• Preferred: Familiarity with FreeSWITCH, Asterisk, FusionPBX, or similar platforms.

• Preferred: Experience with SIP phones such as Yealink, Poly, Grandstream, or Cisco.

• Preferred: Experience with Wireshark or SIP packet captures.

• Preferred: Knowledge of RTP and VoIP codecs.

• Preferred: Linux administration experience.

• Preferred: Experience with PostgreSQL or other databases.

• Preferred: Experience utilizing APIs and REST services.

• Preferred: Familiarity with monitoring and logging platforms.

• Preferred: Experience with Freshdesk, Zendesk, or similar ticketing systems.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and training.

• Flexible work arrangements and remote work options.

• Collaborative and supportive team environment.