VoIP Technical Support Engineer

Job Summary

Working remotely from South America, the full-time NOC & Technical Support Engineer - VoIP will manage monitoring, incident triage, and customer issue handling across a voice and messaging platform while ensuring effective communication and quick escalation of issues for a major enterprise customer.

Key responsibilities

• Monitor system health and service availability, proactively identifying disruptions and initiating response actions
• Perform initial validation and diagnosis of incidents, escalating issues to appropriate teams or vendors
• Diagnose common VoIP-related issues, ensuring effective customer communication and timely updates on issue status

Required qualifications

• Hands-on experience or strong foundational understanding of SIP and VoIP troubleshooting
• Familiarity with ticketing systems such as Zendesk or similar CRM tools
• Basic understanding of networking concepts, including IP and routing fundamentals
• Experience in a technical support, NOC, or operations environment
• Professional proficiency in both English and Spanish for effective communication with customers and stakeholders