T38Fax Incorporated

• Provide Escalated (Tier 3) support for FoIP and SIP-related technical issues via email, phone and case management system (Zendesk). • Diagnose and troubleshoot SIP signaling, call setup failures, one-way audio, jitter, latency, and packet loss. • Analyze SIP traces, PCAP captures, and logs using tools like Wireshark and tcpdump. • Support T.38 Fax Over IP (FoIP) implementations, troubleshooting failed fax transmissions and improving reliability. • Work with PBX systems (Asterisk, FreePBX, 3CX, etc.), VoIP gateways, and SBCs. • Assist customers with network configurations, NAT traversal and firewall rules. • Escalate complex issues to engineering teams and collaborate with vendors as needed. • Take ownership of reported customer issues and see problems through to resolution, ensuring proper recording and closure of all issues. • Write documentation, knowledge base articles and FAQs, and document troubleshooting steps, best practices and solutions in the company's knowledge base for use by both internal staff and customers. • Test interoperability of new VoIP/FoIP equipment and create user guides for various IP-PBX and SIP-compatible devices for use with our SIP Trunking service.

• Provide Tier 1 / Tier 2 support for FoIP and SIP-related technical issues via email, phone and case management system (Zendesk) • Diagnose and troubleshoot SIP signaling, call setup failures, one-way audio, jitter, latency, and packet loss • Analyze SIP traces, PCAP captures, and logs using tools like Wireshark and tcpdump • Support T.38 Fax Over IP (FoIP) implementations, troubleshooting failed fax transmissions and improving reliability • Work with PBX systems (Asterisk, FreePBX, 3CX, etc.), VoIP gateways, and SBCs • Assist customers with network configurations, NAT traversal and firewall rules • Escalate complex issues to engineering teams and collaborate with vendors as needed • Take ownership of reported customer issues and see problems through to resolution, ensuring proper recording and closure of all issues • Write documentation, knowledge base articles and FAQs, and document troubleshooting steps, best practices and solutions in the company's knowledge base for use by both internal staff and customers • Test interoperability of new VoIP/FoIP equipment and create user guides for various IP-PBX and SIP-compatible devices for use with our SIP Trunking service.