Technical Support Representative

Job Description:

This role involves providing Tier 2/3 technical assistance, collaborating with cross-functional teams, and contributing to continuous service improvement.

Key Responsibilities:

• 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).
• Monitor and manage alerts from UCaaS platforms and related infrastructure.
• Work with customers, partners, and internal teams to investigate and resolve service-impacting issues.
• Perform root cause analysis (RCA) and document findings, solutions, and preventive measures.
• Collaborate with the engineering and product teams to escalate and resolve systemic or software-related 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.
• Maintain knowledge base articles and technical documentation to support end users and internal teams.
• Participate in on-call rotations or scheduled maintenance windows as needed.

Job Qualifications:

Required:

• Bachelor’s degree in Information Technology, Computer Science, Networking, or related field (or equivalent experience).
• Minimum 1 year of experience in technical support or network engineering, preferably in VoIP/UCaaS environments.
• Solid understanding of networking concepts: 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.).
• Excellent communication and customer service skills with the ability to explain complex issues to non-technical users.
• Experience supporting Windows, macOS, Android, and iOS platforms.