Technical Support Specialist

Location: Remote

Employment Type: Full-Time

Schedule: Monday – Friday | 9:00 AM – 5:00 PM EST

English Level: Fluent English (C1 or above)

Experience: 1+ year of relevant experience

We are hiring for a U.S.

-based cloud communications provider specializing in VoIP phone systems, unified communications, contact center solutions, and AI-powered voice technologies. The company supports businesses across industries such as healthcare, legal, hospitality, and financial services.

We are looking for a Technical Support Specialist with hands-on experience in VoIP troubleshooting, SIP signaling, and network diagnostics.

The ideal candidate is analytical, detail-oriented, and comfortable investigating complex voice-service issues, identifying root causes, and communicating technical findings clearly to both customers and internal teams.

• Troubleshoot escalated VoIP issues, including failed or dropped calls, audio quality problems, latency, jitter, and packet loss.
• Analyze SIP signaling, call flows, and SIP ladder diagrams to identify communication failures.
• Use Wireshark, tcpdump, or similar tools to investigate network traffic and packet captures.
• Diagnose networking issues involving TCP/IP, DNS, NAT, firewalls, routing, and QoS.
• Review call logs, traces, and monitoring data to identify root causes.
• Coordinate technical escalations with engineering teams, carriers, and vendors.
• Communicate troubleshooting findings and next steps to technical and non-technical stakeholders.
• Maintain accurate support documentation and contribute to internal knowledge resources.

• At least 1 year of experience in technical support or troubleshooting within VoIP, telecommunications, unified communications, contact center, or SIP environments.
• Working knowledge of SIP signaling and call flows.
• Hands-on experience using packet-capture tools such as Wireshark or tcpdump.
• Solid understanding of networking fundamentals, including TCP/IP, DNS, NAT, firewalls, and routing.
• Strong analytical and problem-solving skills.
• Ability to troubleshoot technical issues independently using a structured, evidence-based approach.
• Excellent written and verbal communication skills.
• Fluent English, both written and spoken.
• No university degree required.

• Fully remote position.
• Monthly compensation of USD 1,400 – 1,600.
• Full-time schedule, Monday through Friday.
• 10 days of paid time off (PTO).
• U.S. holidays.
• Initial training and onboarding.

The selection process includes 1–2 interviews and a technical skills assessment.