Company
Technology
TechnicalSupportEngineer
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Technical Support Engineer. Skills: Technical support, VoIP, SIP, IP networking. Manage and resolve technical support cases. Troubleshoot and diagnose VoIP issues”
Industry & Context.
Troubleshooting; Problem-solving; Analytical skills
What They're Looking For.
Must Have
2nd or 3rd line technical support experience, SIP provisioning expertise, DECT systems expertise, Hardware troubleshooting expertise, Communication platforms expertise, IP networking concepts understanding, Cloud-based communication solutions support experience, Enterprise collaboration technologies support experience, Manage complex technical escalations, Analytical troubleshooting skills, Problem-solving skills, Methodical incident management approach, Remote work experience, Distributed international team collaboration experience
Nice to Have
Familiarity with monitoring tools, Familiarity with remote access platforms, Familiarity with log analysis, Familiarity with packet capture tools, Experience creating technical documentation, Experience creating troubleshooting guides, Experience creating knowledge base articles, Experience creating training materials, Previous exposure to retail technology solutions, Previous exposure to managed services environments, Previous exposure to communication platforms, Ability to mentor junior team members, Promote knowledge sharing, Promote best practices
What You'll Do.
Manage and resolve technical support cases
Troubleshoot and diagnose VoIP issues
Troubleshoot and diagnose SIP issues
Troubleshoot and diagnose DECT issues
Troubleshoot and diagnose hardware issues
Troubleshoot and diagnose cloud communication issues
Troubleshoot and diagnose IP networking issues
Validate technical configurations
Support advanced deployment scenarios
Collaborate with engineering teams
Collaborate with product teams
Collaborate with delivery teams
Investigate technical issues
Escalate technical issues
Resolve technical issues
Provide technical guidance to first-line support
Support first-line support teams
Improve troubleshooting processes
Improve escalation quality
Document recurring issues
Document technical procedures
Document best practices
Support deployment activities
Support technical handovers
Support operational readiness initiatives
Communicate with stakeholders during incidents
Ensure transparency during incidents
Ensure clear expectations during incidents
Contribute to continuous service improvement
Enhance support workflows
How You'll Work.
Team & Collaboration
Distributed international teams; Engineering teams; Product teams; Delivery teams; First-line support teams
Communication Scope
Written communication; Verbal communication; Explain technical concepts
Full Job Description
## Accountabilities Manage and resolve complex 2nd and 3rd line technical support cases for customers and internal stakeholders, ensuring timely and effective issue resolution. Troubleshoot and diagnose VoIP, SIP, DECT, hardware, cloud communication, and IP networking issues across a variety of customer environments. Validate technical configurations and support advanced deployment scenarios, ensuring system stability and optimal performance. Collaborate with engineering, product, and delivery teams to investigate, escalate, and resolve technical issues requiring deeper analysis. Provide technical guidance and support to first-line support teams, helping improve troubleshooting processes and escalation quality. Document root causes, recurring issues, technical procedures, and best practices to strengthen internal knowledge resources. Support deployment activities, technical handovers, and operational readiness initiatives where advanced expertise is required. Communicate effectively with both technical and non-technical stakeholders during incidents, ensuring transparency and clear expectations throughout the resolution process. Contribute to continuous service improvement by identifying trends, recommending solutions, and enhancing support workflows. Requirements Proven experience in 2nd or 3rd line technical support within VoIP, telecommunications, UCaaS, or related technology environments. Strong hands-on expertise with SIP provisioning, DECT systems, hardware troubleshooting, and communication platforms. Solid understanding of IP networking concepts, including subnets, NAT, firewalls, port forwarding, Power over Ethernet (PoE), and connectivity diagnostics. Experience supporting cloud-based communication solutions or enterprise collaboration technologies. Ability to independently manage complex technical escalations and drive issues through to successful resolution. Strong analytical, troubleshooting, and problem-solving skills with a methodical approach to inci
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