Responsibilities

• Provide Tier 2/3 support for VoIP, SIP, WebRTC , and other UCaaS-related issues.
• Troubleshoot network-related problems affecting call quality (jitter, latency, packet loss, etc.).
• Use tools like Wireshark for deep-dive packet analysis and RCA.
• Monitor service alerts and incidents via dashboards and monitoring tools.
• Work closely with product and engineering teams to escalate software-related issues.
• Guide customers in network configuration for optimized UCaaS performance (firewalls, QoS, NAT traversal).
• Assist in customer onboarding and UCaaS platform configuration.
• Maintain and update technical documentation and knowledge base articles.
• Participate in on-call rotations and scheduled maintenance when needed.

Qualifications

• Bachelor’s degree in IT, Computer Science, Networking, or equivalent work experience.
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