Role Description We are seeking a Technical Support Engineer (with expertise in VoIP) to serve as one of the primary technical authorities for SIP protocol and FreeSWITCH within our Tier 2 Support organization. This role is the escalation point for complex voice infrastructure issues and a key resource for knowledge transfer across the team. Qualifications - 4+ years of hands-on experience with SIP protocol (RFC 3261 and related RFCs) - Deep expertise with FreeSWITCH configuration, dialplan, and ESL/event socket - Proficiency reading and interpreting SIP packet captures (Wireshark/sngrep/tcpdump) - Solid understanding of networking concepts in a telephony context: TCP/UDP, routing, firewalls, NAT, VLANs, and QoS/DSCP marking - Working knowledge of SQL for querying relational databases (call detail records, provisioning tables, reporting data) - Experience with VoIP concepts: codecs, DTMF, NAT traversal, QoS, TLS/SRTP - Familiarity with Linux administration - Strong written and verbal communication skills for both technical and non-technical audiences - Good knowledge of SQL - Professional proficiency in English (written and verbal) — required for daily team communication and documentation Requirements - Diagnose and resolve escalated Tier 2 issues related to SIP signaling, call routing, and FreeSWITCH platform behavior - Analyze SIP traces, RTP streams, and FreeSWITCH logs to identify root causes of call quality, registration, and interoperability issues - Troubleshoot network-layer issues affecting voice traffic, including packet loss, jitter, latency, firewall/NAT traversal, and VLAN/QoS misconfigurations - Query and analyze operational databases using SQL to investigate call records, provisioning data, and platform telemetry in support of issue resolution - Maintain and document internal runbooks, troubleshooting guides, and known-issue resolutions - Collaborate with engineering and product teams on platform issues, bugs, and feature requests - Provide technical mentorship and training to Tier 2 support engineers - Support carrier and vendor integration troubleshooting (SIP trunks, gateways, UCaaS platforms) Benefits - 🚀 Grow Your Career: Whether you’re interested in advancing technical skills, developing leadership acumen, or exploring new areas, we support your career journey with clear growth paths, access to learning resources, and mentorship. - 🏡 Enjoy Flexibility: Our remote-first approach and focus on work-life harmony let you thrive in all areas of your life. - 🤝 Community & Culture: Be part of a team that values diversity, inclusion, and a sense of belonging—where your contributions make a real difference. - 🌟 Make an Impact: Your ideas are heard, and your work is meaningful. You’ll play a central role in building a more reliable and process-oriented infrastructure for Broadvoice’s future.

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