Technical Support Engineer (Voice)

What you will do:

• Ensure timely and effective resolution of detected technical issues by following the necessary steps;
• Resolve tickets in accordance with technical requests in a timely and accurate way;
• Provide technical support to customers by responding to their queries in a timely and accurate way;
• Monitor system performance and provide the necessary information to the related department;
• Monitor customer complaints and follow up with them to ensure their technical issues are resolved;
• Handle escalated cases that are out of the scope of junior Technical Support or Customer support specialists.
• Monitor daily traffic, identify problems, find solutions with stakeholders;
• Find and suggest tools or services to improve the daily work and processes;
• Assist with departmental process improvements and advise on areas that do not meet customer expectations;
• Identify customer needs and help customers use specific features;
• Conduct a comprehensive review of customer complaints to identify any recurring patterns, and then work with team members to develop strategies to prevent these issues from happening again in the future.
• Share customer feedback with relevant teams and departments to enhance the quality of services and products;
• Establish and maintain collaborative relationships with the team and other stakeholders and collaborate with cross-functional teams to identify opportunities for process improvement and recommend solutions to optimize workflow efficiency;
• Continuously assess and improve the quality of services and products provided to customers, utilizing customer feedback and industry best practices.
• Stay current with the latest advancements in technical solutions on the market and discuss the potential inclusion of these updates in the existing documentation.

What you will bring:

• 3+ years of technical support experience in the Voice industry
• Problem-Solving: Strong analytical skills to diagnose and resolve network and VoIP issues quickly.
• Communication: Ability to explain technical issues clearly to non-technical staff or customers.
• Collaboration: Experience working with cross-functional teams, including network administrators, telecom engineers, and support teams

Technical Knowledge:

• Knowledge of VoIP protocols and technologies such as SIP, RTP, RTCP, SDP, etc., media negotiation (codecs, IP addresses, ports), and transmission of DTMF tones.
• Knowledge of networking concepts and protocols such as NAT impacts and firewall configuration,
• Experience in prioritizing VoIP traffic to ensure call quality over data networks.
• Proficiency in capturing and analyzing SIP and RTP packets to diagnose call issues using tools like Wireshark.
• Proficiency in using tools to check network connectivity, routing paths, and latency(Ping, Traceroute, and MTR). Ability to read and analyze SIP message flows
• Understanding of call quality metrics and the ability to assess and troubleshoot voice quality issues.
• Knowledge and experience in the security and encryption of media and streams.
• Knowledge of securing SIP signaling using encryption(TLS, VPN).
• Proficiency in Linux/Unix systems, and basic scripting (Bash, Python).