Huzzle's Client is looking for a VoIP Engineer to provide technical support to our SMB customers. In this role, you will troubleshoot VoIP and network issues, analyze logs, and assist with provisioning, while also contributing to process improvements and documentation.
What You'll Do
- Troubleshoot VoIP-related issues including call quality, dropped calls, SIP registration, codec mismatches, and NAT traversal.
- Provide real-time and asynchronous support to SMB customers via email, chat, and ticketing platforms.
- Diagnose and resolve issues related to firewalls, routers, switches, and broadband connectivity affecting VoIP services.
- Analyse and interpret SIP logs, packet captures, and diagnostic tools to resolve client issues.
- Assist with provisioning, configuration, and deployment of VoIP handsets and softphones.
- Collaborate with internal product and engineering teams to document bugs, suggest improvements, and help refine deployment processes.
- Maintain a knowledge base of recurring issues and technical solutions.
- Contribute to process documentation and SOPs to ensure efficient support delivery.
What We're Looking For
- 2+ years of experience in a technical support role focusing on VoIP or Unified Communications.
- Solid understanding of SIP protocol, NAT, RTP, and VoIP QoS.
- Proficient with networking fundamentals including DNS, DHCP, TCP/IP, firewalls, and VPNs.
- Experience with hosted PBX platforms, SIP trunking, and configuring IP phones.
- Strong diagnostic skills using tools like Wireshark, sngrep, or equivalent.
- Excellent communication skills and fluent English, both written and spoken.
Nice to Have
- Familiarity with ticketing systems such as Zendesk, Freshdesk, or similar is a plus.
Technical Stack
- Wireshark
- sngrep
Team & Environment
Collaborate with internal product and engineering teams.
Benefits & Compensation
- Competitive salary based on experience and skillset.
- Fully remote work from anywhere with international teams.
- Tech-forward company with modern tools and infrastructure supporting 100% uptime.
- High-impact role where expertise directly contributes to business continuity for SMB clients.
Work Mode
This is a global, fully remote position.
Huzzle's Client is an equal opportunity employer.
