Customer Support Engineer (Tier 2 – VoIP / Platform Support)

iReply Services

  • Bacolod City, Negros Occidental
  • Permanent
  • Full-time
  • 3 days ago
This is a remote position.We are seeking a highly skilled Customer Support Engineer (Tier 2) to handle advanced troubleshooting and resolution of complex VoIP and platform-related issues within a large-scale communications environment. This role focuses on deep technical analysis, issue reproduction, root cause identification, and collaboration with Tier 3 and Engineering teams to ensure platform stability and continuous improvement.The ideal candidate has strong experience in VoIP systems, Linux-based environments, and network troubleshooting, with the ability to independently analyze and resolve high-complexity technical issues.Key Responsibilities
  • Troubleshoot complex VoIP platform issues including mobile push notifications, video (SnapHD/WebRTC), call flows, faxing, provisioning, and one-way/no-audio scenarios.
  • Perform advanced system troubleshooting across Linux and application stack components such as Ubuntu, Apache, Tomcat, Postfix, SMTP, Node.js, PHP, Redis, MySQL, and Memcache.
  • Diagnose SIP, RTP, DNS, firewall, routing, and general network-related issues.
  • Provision and support VoIP devices including Yealink, Polycom, Grandstream, Cisco, and similar endpoints.
  • Configure and troubleshoot third-party REST API integrations (e.g., E911, SMS/MMS, fax services, text-to-speech, messaging platforms).
  • Reproduce customer-reported issues in a controlled lab environment using logs, SIP traces, and packet captures (Wireshark, tcpdump, sngrep).
  • Identify root causes by determining whether issues are related to device, configuration, network, or platform components.
  • Analyze trends across multiple tickets to detect recurring issues, bugs, or systemic platform defects.
  • Validate engineering fixes, patches, firmware updates, and platform changes prior to production release.
  • Handle Tier 2 escalations and provide complete diagnostic reports before escalation to Tier 3 or Engineering teams.
  • Monitor platform health using observability tools to detect service degradation, call quality issues, and registration failures.
  • Document troubleshooting steps, root causes, and resolutions in internal knowledge bases.
  • Collaborate with cross-functional teams and communicate clearly on issue status, impact, and resolution timelines.
Requirements
  • Strong expertise in VoIP technologies, SIP signaling, and end-to-end call flow analysis
  • Advanced troubleshooting experience in Linux-based systems and web/application servers
  • Proficiency in analyzing packet captures, SIP traces, and system logs
  • Solid understanding of networking fundamentals (DNS, TCP/IP, routing, firewalls, TLS/SRTP)
  • Experience with REST API integrations and debugging
  • Strong analytical mindset with ability to identify root causes and recurring patterns
  • Excellent written and verbal communication skills
  • Ability to manage escalations and collaborate effectively across technical teams
  • High level of ownership, curiosity, and persistence in solving complex issues
  • Experience with NetSapiens is a plus but not required.
Benefits
  • Paid Leaves & Birthday Off: Take time when you need it, and convert unused leave into cash! Plus, enjoy an extra day off on your birthday.
  • Comprehensive Health Insurance: Coverage starts from day one and extends to one dependent.
  • Performance-Based Salary Increase: Enjoy a raise after regularization
  • Annual Salary Adjustments: We recognize long-term commitment with yearly salary increases.
  • Employee Recognition: Be rewarded for your hard work with incentives and recognition.
  • Engaging Team Activities: Join in on Family Days, Summer Splash, and other fun events that strengthen the iReply community.aptos

iReply Services