Technical Support Engineer
Job in
Jersey City, Hudson County, New Jersey, 07390, USA
Listed on 2026-07-25
Listing for:
Veriipro
Full Time
position Listed on 2026-07-25
Job specializations:
-
IT/Tech
SRE/Site Reliability, Systems Engineer, IT Infrastructure, IT Support
Job Description & How to Apply Below
Key Responsibilities
- Monitor and triage telecom incidents impacting public‑facing voice platforms, including SBC health and call routing behavior
- Investigate issues using CDRs, SBC logs, SIP traces, and vendor/carrier feedback
- Support STIR/SHAKEN operational behaviors, including signing success/failure, exceptions, unsigned calls, and carrier rejections
- Execute approved operational changes using defined runbooks and change windows (no ad‑hoc architecture changes)
- Coordinate with carriers, vendors, and internal engineering/SRE teams during incidents
- Participate in incident bridges and support escalation workflows
- Maintain runbooks/SOPs and operational documentation/audit artifacts; contribute to post‑incident RCA documentation
- 5–7+ years of VoIP/telecom operations experience in enterprise environments
- Strong experience supporting SBC‑based voice services, including SIP call flows, routing, and log analysis (CDR/SBC/SIP/session logs)
- Experience with incident management processes (ITSM/ticketing, escalations, documentation)
- Working familiarity with contact center call flows and platforms (Genesys and/or Amazon Connect
- Experience in BFS or regulated industries with strict change/audit requirements
- Ribbon SBC familiarity (preferred) and/or exposure to PSX‑style routing/policy constructs
- Familiarity with STIR/SHAKEN failure modes and operational monitoring patterns
- Experience supporting hybrid contact center environments during migrations (on‑prem to cloud)
- Experience acting as a telecom architect or L3 support
- Exposure to enterprise monitoring and observability tools
- Experience working in BFS Sector
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