Customer Support Engineer (Tier 2 – VoIP / Platform Support)

This is a remote position.

We are seeking a highly skilled Customer Support Engineer (Tier 2) to handle advanced troubleshooting and resolution of complex VoIP and platform-related issues within a large-scale communications environment. This role focuses on deep technical analysis, issue reproduction, root cause identification, and collaboration with Tier 3 and Engineering teams to ensure platform stability and continuous improvement.

The ideal candidate has strong experience in VoIP systems, Linux-based environments, and network troubleshooting, with the ability to independently analyze and resolve high-complexity technical issues.

Key Responsibilities

• Troubleshoot complex VoIP platform issues including mobile push notifications, video (SnapHD/WebRTC), call flows, faxing, provisioning, and one-way/no-audio scenarios.
  
• Perform advanced system troubleshooting across Linux and application stack components such as Ubuntu, Apache, Tomcat, Postfix, SMTP, Node.js, PHP, Redis, MySQL, and Memcache.
  
• Diagnose SIP, RTP, DNS, firewall, routing, and general network-related issues.
  
• Provision and support VoIP devices including Yealink, Polycom, Grandstream, Cisco, and similar endpoints.
  
• Configure and troubleshoot third-party REST API integrations (e.g., E911, SMS/MMS, fax services, text-to-speech, messaging platforms).
  
• Reproduce customer-reported issues in a controlled lab environment using logs, SIP traces, and packet captures (Wireshark, tcpdump, sngrep).
  
• Identify root causes by determining whether issues are related to device, configuration, network, or platform components.
  
• Analyze trends across multiple tickets to detect recurring issues, bugs, or systemic platform defects.
  
• Validate engineering fixes, patches, firmware updates, and platform changes prior to production release.
  
• Handle Tier 2 escalations and provide complete diagnostic reports before escalation to Tier 3 or Engineering teams.
  
• Monitor platform health using observability tools to detect service degradation, call quality issues, and registration failures.
  
• Document troubleshooting steps, root causes, and resolutions in internal knowledge bases.
  
• Collaborate with cross-functional teams and communicate clearly on issue status, impact, and resolution timelines.
  

Requirements

• Strong expertise in VoIP technologies, SIP signaling, and end-to-end call flow analysis
  
• Advanced troubleshooting experience in Linux-based systems and web/application servers
  
• Proficiency in analyzing packet captures, SIP traces, and system logs
  
• Solid understanding of networking fundamentals (DNS, TCP/IP, routing, firewalls, TLS/SRTP)
  
• Experience with REST API integrations and debugging
  
• Strong analytical mindset with ability to identify root causes and recurring patterns
  
• Excellent written and verbal communication skills
  
• Ability to manage escalations and collaborate effectively across technical teams
  
• High level of ownership, curiosity, and persistence in solving complex issues
  
• Experience with NetSapiens is a plus but not required.
  

Benefits

• Paid Leaves & Birthday Off: Take time when you need it, and convert unused leave into cash! Plus, enjoy an extra day off on your birthday.
  
• ​Comprehensive Health Insurance: Coverage starts from day one and extends to one dependent.
  
• Performance-Based Salary Increase: Enjoy a raise after regularization
  
• Annual Salary Adjustments: We recognize long-term commitment with yearly salary increases.
  
• Employee Recognition: Be rewarded for your hard work with incentives and recognition.
  
• Engaging Team Activities: Join in on Family Days, Summer Splash, and other fun events that strengthen the iReply community.aptos