1st Line Support Engineer
Indicação:Vaga Remoto encontrada no LinkedIn — Brasil (Remoto).
Location: Remote Employment: Full-time We are looking for a 1st Line Support Engineer with experience in VoIP / CPaaS environments to join a growing international team. This role is ideal for someone who enjoys troubleshooting, working directly with customers, and being at the forefront of resolving real-time communication issues. You will play a key role in ensuring stable service delivery and a high-quality customer experience. What You Will Do Handle customer requests via ticketing systems, chat, and email Perform initial troubleshooting of VoIP and CPaaS-related issues Run routing and call tests (manual and automated) to verify call delivery and route performance Assist customers with PBX configuration and connection setup (SIP credentials, trunks, codecs, routing, etc.) Create and manage tickets with upstream providers for routing or connectivity issues Escalate complex technical problems to internal Development / Engineering teams Order, provision, and assign DID numbers based on customer needs Monitor ongoing incidents and ensure timely resolution Maintain accurate documentation and updates within the ticketing system Requirements Proven experience in the Telecom / VoIP industry (mandatory) Strong understanding of SIP protocol and VoIP call routing Basic knowledge of PBX systems (Asterisk, 3CX, FreePBX, or similar) Strong Advantages Experience with CPaaS / CCaaS / VoIP platforms Ability to analyze call logs and troubleshoot connectivity issues Familiarity with ticketing systems and incident management tools (e.g., Omnidesk, Freshdesk) Availability to work evening or night shifts (European timezone) Nice to Have Experience with platforms such as Twilio, Infobip, Telnyx, Sinch, 8x8, RingCentral, CloudTalk, Aircall, Zadarma Knowledge of VoIP monitoring and routing tools (iTest, Arptel, Route Inspector, etc.) What We Offer Fully remote work environment Flexible shifts Paid vacation 3-month probation period with long-term cooperation opportunity This is a great opportunity to join a fast-paced environment where you can deepen your expertise in VoIP technologies and grow within a global telecom ecosystem. … mais
Publicado por Bot de Vagas