Network Engineer

Key Responsibilities: Voice and Telephony Troubleshooting

Investigate escalated voice-quality issues such as robotic audio, jitter, packet loss, one-way audio, latency, and dropped calls

Troubleshoot call routing and telephony behavior across SIP, VoIP infrastructure, and WebRTC applications

Analyze logs, signaling data, and call traces to identify root causes of calling issues

Support troubleshooting of inbound and outbound call failures, number reachability, and caller ID issues

Key Responsibilities: Customer Investigation and Communication

Lead technical troubleshooting sessions with customers to investigate voice-quality and connectivity issues

Translate complex technical findings into clear explanations for customers and internal stakeholders

Maintain strong communication throughout investigations, particularly for high-impact or sensitive cases

Key Responsibilities: Collaboration and Escalation

Work closely with Engineering and Product teams to diagnose platform-level issues

Collaborate with telecom carriers such as Twilio and Bandwidth to investigate service behavior and routing problems

Help drive resolution of systemic issues affecting multiple customers

Key Responsibilities: Internal Enablement

Train frontline support teams on voice-quality troubleshooting and escalation best practices

Improve escalation processes to ensure high-quality case handoffs

Create and maintain internal troubleshooting documentation

Key Responsibilities: Continuous Improvement

Monitor support trends and identify recurring voice-quality issues

Recommend improvements to product features, support processes, and customer troubleshooting workflows

Required Qualifications:

Experience supporting VoIP, telecom, or UCaaS platforms in a technical support or operations role

Strong understanding of VoIP and telephony concepts, including SIP signaling and call routing

Solid understanding of IP networking fundamentals (TCP/IP, NAT, VLANs, QoS, LAN/WAN)

Experience troubleshooting real-time communications issues such as poor audio quality, dropped calls, or call routing failures

Strong written and verbal communication skills in English

Ability to clearly explain complex technical issues to both technical and non-technical audiences

Strong organizational skills and the ability to manage multiple issues simultaneously in a fast-paced environment

Customer-focused mindset and strong problem-solving skills

Preferred Qualifications:

Experience troubleshooting WebRTC-based communication platforms

Experience working with telecom carriers or telephony providers

Familiarity with packet capture analysis (PCAP) or SIP trace analysis

Experience with monitoring and observability tools such as Datadog

Familiarity with analytics tools such as Looker

Experience using Zendesk and Atlassian tools (Jira, Confluence)

Familiarity with IVR, ACD, and call-routing configurations

CCNA or similar networking certification