[ref. m91306202] Technical Support Engineer - Manila

Job Description

Strong background in networking to support our UCaaS (Unified Communications as a Service) cloud-based communications platform

Handling customer escalations, Performing root cause analysis, and Ensuring high availability and performance of UCaaS services

Providing Tier 2/3 technical assistance, collaborating with cross-functional teams

Provide technical support and troubleshooting for issues related to VoIP, SIP, WebRTC, and cloud communications platforms.

Analyze and resolve complex network-related problems affecting voice and video communication quality (e.g., jitter, latency, packet loss)

Work with customers, partners, and internal teams to investigate and resolve service-impacting issues.

Guide customers on network optimization for UCaaS performance (firewall configurations, QoS, NAT traversal, etc.).

Assist in onboarding and configuring new customers on the platform

Qualifications:

Minimum 1 year of experience in technical support or network engineering, preferably in VoIP/UCaaS environments.

Solid understanding of networking concepts like TCP/IP, DNS, DHCP, NAT, VPN, VLANs, firewalls, SIP, RTP

Experience troubleshooting VoIP/SIP-related issues and packet captures using tools like Wireshark

Familiarity with UCaaS platforms (e.g., Zoom Phone, RingCentral, Microsoft Teams, 8x8, Cisco WebEx, etc.)

Experience supporting Windows, macOS, Android, and iOS platforms