Technical Support Engineer II
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Job Description
Technical Support Engineer specializing in SIP protocol and FreeSWITCH, diagnosing complex VoIP issues for Broadvoice. Collaborating with teams to enhance product capabilities and service quality.
Responsibilities:
- 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)
Requirements:
- 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.
Benefits:
- Grow Your Career
- Enjoy Flexibility
- Community & Culture
- Make an Impact
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