VoIP Support Engineer

Job Description

Requirements
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### Must have:

### - We need solid telecommunications and VoIP knowledge, with hands-on troubleshooting experience. - We are looking for someone with a strong customer service background and the patience to explain technical issues clearly. - We value excellent organization, prioritization, and follow-through across multiple tickets and systems at once. - We expect clear written documentation habits and close attention to ticket details. - We want a proactive, positive working style and the judgment to ask for help or escalate when needed. - We need technical curiosity and the ability to learn new platforms, tools, and processes quickly. - Experience with NetSapiens is a plus. - Experience analyzing SIP traces, working with VLANs, call routing, phone firmware, or hosted PBX platforms is a plus. - Experience with ancillary solutions such as Vfax, POTS replacement, or texting is a plus. - Familiarity with ticketing and billing platforms, technician dispatch, or telecom provisioning is a plus. - Experience creating knowledge-base content, training customers or teammates, or supporting feature testing is a plus.

Responsibilities:
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- We own support tickets end to end, working the Client Services repair queue, providing regular updates, keeping notes complete, and driving toward first-contact resolution and faster closure. - We troubleshoot complex Level 1-3 issues involving phone firmware, translations and dial plans, call routing, SIP traces, VLANs, service suspensions, and other hosted voice problems. - We manage service changes carefully by completing moves, adds, changes, and disconnects, and by routing revenue-generating additions to provisioning so billing is updated correctly. - We coordinate the right resources by dispatching technicians for onsite repairs, collaborating on escalations, and taking part in rotating on-call coverage. - We help improve our product and processes by identifying bugs, supporting feature development and testing, and making the ticket workflow faster and clearer. - We share knowledge by providing basic training, contributing to customer and sales knowledge-base content, and backing up the provisioning team when needed.
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Company:
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At Simplicity VoIP, we look for hands-on problem solvers who can turn tricky tickets into clear solutions and leave customers confident in the fix. Our Support Engineer role sits within Client Services and focuses on VoIP support and repair. Youll work across customer service, troubleshooting, billing, field dispatch, and provisioning while helping us improve the support experience for both customers and our team. This remote role offers a base salary of $50,000-$65,000 per year, depending on experience, along with health insurance, paid time off plus 13 paid holidays, a retirement plan, a cell phone allowance, and additional benefits including 401(k), 401(k) matching, dental, and vision insurance. We are an equal opportunity employer.
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