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

Job Description

This is a remote position.

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 determin...