VoIP Tier 2 Technical Support

🕒 4 days ago

🇨🇦 Canada – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

🚫👨‍🎓 No degree required

👻 Ghost score 12%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Cloudli Communications

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1982

📡 Telecommunications

☁️ SaaS

🤝 B2B

Telecommunications • SaaS • B2B

Cloudli Communications is a business-focused cloud communications provider that delivers cloud phone/UCaaS, IP fax, alerts/notification services, SIP trunking, call center features, and managed connectivity (Internet access, cellular wireless, SD‑WAN Lite). Cloudli targets small-to-medium organizations and industry verticals such as healthcare, retail, construction/real estate, education, professional services and government through partner channels and direct services. Their product portfolio emphasizes reliable, secure and compliant IP fax for healthcare, scalable alerts/notifications for large-scale messaging, and cloud voice/telephony integrations (including Microsoft Teams), positioned as managed and hosted communications solutions for businesses.

📋 Description

• Resolve escalated technical issues involving VoIP services, devices, networks, and call routing • Serve as an escalation point for Tier 1 Support • Work directly with customers, partners, internal teams, carriers, and vendors to troubleshoot complex service issues • Analyze SIP traces and network information • Troubleshoot registration, connectivity, call routing, and audio-quality issues • Identify root causes • Maintain clear documentation and proactive customer communication • Own escalated technical issues through resolution • Document troubleshooting, root cause, and resolution clearly • Keep customers updated throughout the troubleshooting process • Work with Tier 1, NOC, engineering, carriers, and vendors as needed • Provide guidance to Tier 1 technicians when appropriate

🎯 Requirements

• 2+ years of technical, network, or VoIP support experience • Previous Tier 1 or equivalent troubleshooting experience • Experience handling escalated customer issues • Strong understanding of VoIP, SIP, and IP networking • Ability to analyze SIP traces and packet captures using Wireshark or similar tools • Ability to troubleshoot registration and connectivity issues • Ability to troubleshoot inbound and outbound calling • Ability to troubleshoot one-way/no audio • Ability to troubleshoot call quality, latency, jitter, and packet loss • Ability to troubleshoot call routing and dial plans • Ability to troubleshoot IP phones and ATAs • Understanding of NAT, firewalls, routing, and QoS • Ability to identify and escalate carrier or network-related issues • Strong troubleshooting and problem-solving skills • Strong customer service and de-escalation skills • Clear written and verbal communication • Ability to work independently and take ownership • Strong documentation and ticket-management habits

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