Job Openings Support Engineer

About the job Support Engineer

Role overview

We’re hiring a hands-on Support Engineer to keep mission-critical voice services healthy and integrate new call-centre stacks. You’ll own incident response and customer escalations across SIP trunking, SBC policies, media/codec issues, and downstream CCaaS/CRM integrations. If you live in Wireshark traces, SIP ladder diagrams, and runbooks, this is for you.

What you’ll do

  • Frontline escalation & incident response: Triage P1P3 voice incidents, restore service quickly, drive post-incident RCAs, and communicate clearly with customers and vendors.

  • SIP trunking & SBC operations: Configure and maintain trunks, routing, translations, policies, TLS/mTLS, SRTP, NAT traversal, and number/DID management across environments.

  • Media/codec troubleshooting: Diagnose one-way audio, jitter/packet loss, transcoding, DTMF (RFC2833/SIP INFO), and fax/T.38 issues; tune QoS/DSCP and jitter buffers.

  • Call centre integrations: Deploy and support integrations with CCaaS platforms (e.g., Genesys Cloud, Amazon Connect, NICE CXone, Talkdesk), CRMs (Salesforce), ITSM (ServiceNow/Zendesk), and analytics/recording (NICE/Verint).

  • Carrier & vendor coordination: Work with PSTN carriers for numbering, CLI, routing, and peering; manage changes and maintenance windows.

  • Observability & tooling: Build dashboards/alerts for MOS, ASR, PDD, ACD, abandon rate, error codes; automate health checks and log collection.

  • Runbooks & documentation: Create SOPs, deployment guides, and customer-facing KBs; contribute to internal knowledge base.

  • Change management: Plan and execute upgrades, certificate rotations, firewall/SBC rule changes with rollback plans.

  • Automation: Write small tools/scripts to speed up diagnostics, bulk config, and reporting.

What you’ll bring (must-have)

  • 3+ years in VoIP support/operations with deep knowledge of SIP, RTP/RTCP, TLS/SRTP, SIP over TCP/UDP, SIP registration/auth, routing, and dial plans.

  • Hands-on with at least one SBC family (e.g., AudioCodes, Oracle/Acme Packet, Ribbon, or equivalent) and policy/routing configuration.

  • Solid troubleshooting with Wireshark, sngrep, SIP ladder analysis, and RTP quality metrics (MOS, jitter, packet loss, PDD).

  • Media/codec expertise: G.711 μ-law/a-law, G.729, Opus, AMR-WB, DTMF, and transcoding paths.

  • NAT traversal and firewall concepts (STUN/TURN/ICE, SIP ALG pitfalls, port planning), certificates/PKI for SIP-TLS/mTLS.

  • Linux fundamentals, networking (VLANs, routing, DNS/DHCP), and shell scripting (Bash); basic Python for tooling.

  • Experience supporting one or more CCaaS/IVR platforms (Genesys/Talkdesk/Amazon Connect/NICE CXone/Teams Phone/Direct Routing).

  • Clear written/verbal communication with customers and non-telephony stakeholders.

  • Participation in an on-call rotation and comfort with incident comms.

Nice to have

  • Open source voice stacks: Asterisk/FreeSWITCH, Kamailio/OpenSIPS, RTPengine, Homer/HEP.

  • Cloud telephony/APIs: Azure Communication Services, Twilio, Vonage, WebRTC/SIP.js.

  • Monitoring/observability: Prometheus/Grafana, PRTG, Elastic/Graylog, SIP capture (HEP).

  • Microsoft Teams Direct Routing/Operator Connect experience.

  • Compliance & security awareness: PDPA/GDPR/HIPAA, call recording/redaction, encryption at rest and in transit.

  • Basic SQL for reporting; Terraform/Ansible for repeatable config; Git for versioning.

  • Knowledge of regional telecom rules (E.164, number portability, CLI policies).

Tools you’ll touch

Wireshark, sngrep, SBC vendor GUIs/CLIs, Asterisk/FreeSWITCH, Kamailio/OpenSIPS, Homer/HEP, RTPengine, Prometheus/Grafana, PRTG, Elastic/Graylog, Azure/AWS consoles, ServiceNow/Zendesk, Salesforce, Git, Bash/Python.

Success metrics (first 90180 days)

  • Time to Acknowledge (TTA) / Time to Restore (TTR): Meet or beat SLOs for P1/P2 incidents.

  • Call success & quality: Improve ASR, reduce PDD, raise average MOS; decrease media-path issues (one-way/no audio).

  • Deflection & documentation: Publish/runbook coverage for top 10 incident types; reduce repeated escalations.

  • Change reliability: 2% failed changes with documented rollback and impact analysis.

  • Customer satisfaction: 4.5/5 CSAT on support tickets.

Work setup

  • Location: [City/Remote/APAC].

  • Hours: Core hours [e.g., 10:0018:00 local] with on-call rotation for 24×7 coverage.

  • Employment type: Full-time.

Qualifications & certifications (preferred)

  • Vendor certs: AudioCodes ACA/ACP, Oracle/Acme, Ribbon, Genesys Cloud CX.

  • Networking/Cloud: CCNA, Azure/AWS Associate.

  • Security: CompTIA Security+ (for TLS/mTLS and policy governance).


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