CS Engineer Tier 2 (VOIP Platform Support)
$50,000–$65,000 year
RemoteUnited States
Job Summary
Troubleshoot complex VoIP platform issues including mobile push notifications, video call flows, and SIP/RTP network diagnostics across Linux stacks. Reproduce customer-reported issues in a controlled lab using logs, SIP traces, and packet captures to identify root causes related to device, configuration, or platform components. Provision VoIP endpoints and validate engineering fixes prior to production release while monitoring platform health for service degradation. Document troubleshooting steps and resolutions in internal knowledge bases, then handle Tier 2 escalations with complete diagnostic reports before engaging Tier 3 or Engineering teams.
Required Qualifications
- 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
Desired Qualifications
- Experience with NetSapiens
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