Technical Support Specialist

Job Summary

A company is looking for a Technical Support Specialist focused on Voice Quality.

Key Responsibilities

• Investigate escalated voice-quality issues and troubleshoot call routing across SIP, VoIP, and WebRTC
• Lead technical troubleshooting sessions with customers and maintain strong communication throughout investigations
• Collaborate with Engineering, Product teams, and telecom carriers to diagnose and resolve systemic issues

Required Qualifications

• Experience supporting VoIP, telecom, or UCaaS platforms in a technical support or operations role
• Strong understanding of VoIP and telephony concepts, including SIP signaling and call routing
• Solid understanding of IP networking fundamentals (TCP/IP, NAT, VLANs, QoS, LAN/WAN)
• Experience troubleshooting real-time communications issues such as poor audio quality or call routing failures
• Ability to clearly explain complex technical issues to both technical and non-technical audiences