Technical Support Engineer II

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Broadvoice

WebsiteLinkedInAll Job Openings

51 - 200 employees

📡 Telecommunications

🤝 B2B

☁️ SaaS

💰 Private Equity Round on 2020-12

Telecommunications • B2B • SaaS

Broadvoice is a rapidly growing company focused on cloud-based communication solutions, aiming to enhance meaningful connections between individuals. Offering a comprehensive suite of products including business phone systems, video and collaboration tools, SIP trunking, and contact center solutions, Broadvoice supports businesses in improving customer and employee experiences. They provide services across various industries such as healthcare, retail, education, government, and financial services. With a commitment to security and customer satisfaction, Broadvoice delivers scalable and cost-effective communication platforms like UCaaS and CCaaS to improve business operations and customer interactions.

📋 Description

• Diagnose and resolve escalated Tier 2 issues related to SIP signaling, call routing, and FreeSWITCH platform behavior • Analyze SIP traces, RTP streams, and FreeSWITCH logs to identify root causes of call quality, registration, and interoperability issues • Troubleshoot network-layer issues affecting voice traffic, including packet loss, jitter, latency, firewall/NAT traversal, and VLAN/QoS misconfigurations • Query and analyze operational databases using SQL to investigate call records, provisioning data, and platform telemetry in support of issue resolution • Maintain and document internal runbooks, troubleshooting guides, and known-issue resolutions • Collaborate with engineering and product teams on platform issues, bugs, and feature requests • Provide technical mentorship and training to Tier 2 support engineers • Support carrier and vendor integration troubleshooting (SIP trunks, gateways, UCaaS platforms)

🎯 Requirements

• 4+ years of hands-on experience with SIP protocol (RFC 3261 and related RFCs) • Deep expertise with FreeSWITCH configuration, dialplan, and ESL/event socket • Proficiency reading and interpreting SIP packet captures (Wireshark/sngrep/tcpdump) • Solid understanding of networking concepts in a telephony context: TCP/UDP, routing, firewalls, NAT, VLANs, and QoS/DSCP marking • Working knowledge of SQL for querying relational databases (call detail records, provisioning tables, reporting data) • Experience with VoIP concepts: codecs, DTMF, NAT traversal, QoS, TLS/SRTP • Familiarity with Linux administration • Strong written and verbal communication skills for both technical and non-technical audiences • Good knowledge of SQL • Professional proficiency in English (written and verbal) — required for daily team communication and documentation.

🏖️ Benefits

• Grow Your Career • Enjoy Flexibility • Community & Culture • Make an Impact