Senior Technical Support Engineer – SIP, VoIP, FoIP

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🕒 Março 31

🔔 Pennsylvania – Remoto

🔔 Pennsylvania – Remote

⏰ Tempo Integral

🟠 Sênior

📞 Engenheiro de Suporte

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T38Fax Incorporated

SiteLinkedInTodas as Vagas

11 - 50 funcionários

A T38Fax é uma fornecedora de serviços de Fax sobre IP (FoIP) utilizando o protocolo T.38. Oferecemos terminação e originação na PSTN (envio e recebimento de faxes) através de troncos SIP que foram otimizados para proporcionar um envio de fax extremamente confiável em conexões WAN e LAN. Aproveite nossa avaliação gratuita de 30 dias, conecte qualquer dispositivo compatível com T.38 à nossa rede e experimente o envio e recebimento de fax confiável sem fios e sem compromissos!

Descrição

• Provide Escalated (Tier 3) support for FoIP and SIP-related technical issues via email, phone and case management system (Zendesk). • Diagnose and troubleshoot SIP signaling, call setup failures, one-way audio, jitter, latency, and packet loss. • Analyze SIP traces, PCAP captures, and logs using tools like Wireshark and tcpdump. • Support T.38 Fax Over IP (FoIP) implementations, troubleshooting failed fax transmissions and improving reliability. • Work with PBX systems (Asterisk, FreePBX, 3CX, etc.), VoIP gateways, and SBCs. • Assist customers with network configurations, NAT traversal and firewall rules. • Escalate complex issues to engineering teams and collaborate with vendors as needed. • Take ownership of reported customer issues and see problems through to resolution, ensuring proper recording and closure of all issues. • Write documentation, knowledge base articles and FAQs, and document troubleshooting steps, best practices and solutions in the company's knowledge base for use by both internal staff and customers. • Test interoperability of new VoIP/FoIP equipment and create user guides for various IP-PBX and SIP-compatible devices for use with our SIP Trunking service.

🎯 Requisitos

• Bachelor's Degree in Computer Science or related field, or combination of education and experience may be considered. • Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, NAT, VPNs and firewall rules) and networking protocols, in particular VoIP/SIP. • Experience with fax and/or FoIP a plus. • Experience with Wireshark. • Experience with Asterisk, Kamailio, FreeSWITCH, OpenSIPS, or cloud-based VoIP APIs (Twilio, Plivo, Telnyx, etc.). • Working knowledge of Linux/Unix Operating System. • Careful, methodical approach to troubleshooting complex technical issues. • Experience with help desk ticketing systems (Zendesk, Jira, ServiceNow, etc.). • Excellent written and verbal communications including the ability to explain complex technical concepts to customers. • Excellent customer-facing skills.

🏖️ Benefícios

• Competitive salary with annual profit-sharing bonus • Casual, informal work environment • Flexible working arrangements (remote/hybrid options) • Generous PTO allowance • Healthcare • 401(k) • Flyers tickets with VIP parking • A team of aces • An open mind for new ideas and methodologies