Technical Support Engineer 3

4 to 7 years of experience in a client-facing, technical role. Past telecom experience, including knowledge of SIP and IP Telephony protocols. Experience using packet capture tools (e.g. Wireshark). 1+ years of experience troubleshooting VoIP and SIP issues, and configuring PBX. Ability to address customer concerns and provide feedback in a friendly, diplomatic, and empathetic way. Ability to advise on improvements for the Voice product. Ability to make sound decisions quickly and efficiently. Experience with troubleshooting and resolving QoS (Quality of Service) issues, including escalations to third parties. Strong knowledge of RESTful API’s with the ability to understand and troubleshoot issues with cloud solutions. Skilled in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS. Third level qualification in Computer Science, Network Engineering, or a related discipline, or relevant experience.

Work on Programmable Voice and Elastic SIP Trunking submitted by developers and brands via email, phone, and chat. Assist customers with troubleshooting voice connectivity, audio quality, application-level, and networking issues. Guide customers through the development of their voice application. Collaborate with teammates, Product, and Engineering teams via Slack, Jira, and Zoom. Report reproducible Voice bugs and review internal knowledge base. Surface customer problems and assist in process improvements.