Senior Network & VoIP Escalation Engineer

Advanced Enterprise Support | ISP Networking | Root Cause Analysis

Our client is adding a Senior Enterprise Support Engineer to bring network engineering-level expertise into its Customer Care organization. This role will serve as an advanced escalation resource for enterprise and business customers, combining ISP networking and VoIP expertise with clear, confident customer communication. Working with the Network Operations Center (NOC) and Network Engineering teams, this individual will own complex issues from diagnosis through resolution, root cause analysis, and corrective action.

Similar to an advanced NOC Engineer with strong people skills, this person must explain what happened, why it happened, how it was resolved, and how the risk of recurrence will be reduced.

Monday through Friday, approximately 8:00 a.m. to 4:30 or 5:00 p.m.

• Serve as a senior escalation point for complex, high-impact, and business-critical customer service issues.
• Own technical issues through diagnosis, mitigation, resolution, root cause analysis, corrective action, and prevention.
• Use logs, telemetry, monitoring tools, packet captures, and network diagnostics to isolate problems across multiple network layers and systems.
• Differentiate between customer-premises, access-network, transport, routing, provisioning, application, and vendor-related issues, then engage the appropriate resources.
• Lead or coordinate high-severity incident response and establish clear ownership, next steps, and escalation paths.
• Document significant or recurring issues and recommend changes to monitoring, tooling, procedures, or infrastructure that can help prevent repeat incidents.

• Provide advanced technical support for enterprise, multi-location, SMB, and other business-critical customers.
• Communicate directly with customers throughout complex investigations and major incidents, providing clear and timely technical updates.
• Translate technical findings into understandable explanations of the outage, customer impact, resolution, and preventive actions.

• Provision, configure, troubleshoot, and support VoIP services and associated customer equipment.
• Troubleshoot SIP registration, call setup, inbound and outbound calling, number provisioning, caller , call routing, feature configuration, and call-quality issues.
• Analyze SIP and RTP behavior using packet captures, logs, and other diagnostic information.
• Identify network conditions affecting voice quality, including latency, jitter, packet loss, NAT, firewall behavior, and QoS.
• Support activations, configuration changes, migrations, and systemic VoIP provisioning, routing, interoperability, and service-quality issues.

• Perform advanced troubleshooting in an ISP environment across fiber access, ONT/OLT, Ethernet, VLAN, TCP/IP, IPv4/IPv6, DHCP, DNS, routing, switching, NAT, firewalls, Wi‑Fi, and mesh networking.
• Collaborate with the NOC and Network Engineering teams at an engineering level to isolate and resolve complex customer-impacting issues.
• Work across Network Operations, Network Engineering, Field Operations, Technical Support, Customer Operations, Product, IT, and external vendors when issues span organizational boundaries.
• Open, manage, and expand vendor cases with clear logs, diagnostics, reproduction steps, and business‑impact information, maintaining ownership through resolution.

• Serve as a technical mentor and escalation resource for Tier 1, Tier 2, and Tier 3 support personnel.
• Develop and maintain advanced troubleshooting procedures, runbooks, known‑issue…