Technical Support Engineer VoIP PBX
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Before you apply
LocationDominican Republic
Work modeon-site
Typefull-time
SeniorityMid
Experience5+ yrs
DepartmentTechnical Support Department
Company size2+ people
PostedAug 18, 2026 · 2mo ago
Verified live1d ago
At a glanceSummarised by Seekless from the posting.
5+ years of experience in technical support, IT support, telecommunications, networking, or a related field
Strong troubleshooting and analytical skills
Working knowledge of TCP/IP networking
Experience troubleshooting Windows and/or Linux systems
Basic understanding of DNS, DHCP, NAT, VPNs, and firewalls
Strong customer-service and communication skills
Ability to work independently and manage multiple support tickets
Ability to document technical issues clearly and accurately
Experience with VoIP, SIP, hosted PBX, or telecommunications
Experience with FreeSWITCH, Asterisk, FusionPBX, or similar platforms
Experience with SIP phones such as Yealink, Poly, Grandstream, or Cisco
Experience with Wireshark or SIP packet captures
Knowledge of RTP and VoIP codecs
Linux administration experience
Experience with PostgreSQL or other databases
Experience using APIs and REST services
Familiarity with monitoring and logging platforms
Experience with Freshdesk, Zendesk, or similar ticketing systems
Skills
VoIP
SIP
hosted PBX
networking
TCP/IP
DNS
DHCP
NAT
firewall
Linux
Windows
FreeSWITCH
Asterisk
FusionPBX
Yealink
Poly
Grandstream
Cisco
Wireshark
RTP
PostgreSQL
REST
Freshdesk
Zendesk
VPN
VLANs
UDP
About the role
We are seeking a Technical Support Engineer to provide high-quality technical support to customers using our telecommunications, VoIP, hosted PBX, networking, and software platforms.
The ideal candidate has strong troubleshooting skills, excellent communication, and the ability to investigate technical issues across multiple systems. This position will work directly with customers as well as internal engineering, network, and development teams.
Key Responsibilities
Customer Technical Support
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Provide Level 1–2 technical support by phone, email, ticketing system, and remote sessions.
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Troubleshoot customer issues involving VoIP, SIP, hosted PBX, phones, SMS, networking, and software.
•
Diagnose problems by gathering logs, reproducing issues, and analyzing system behavior.
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Clearly communicate technical solutions to customers with different levels of technical knowledge.
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Maintain ownership of tickets from initial report through resolution.
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Escalate complex issues to Level 2/3 engineering when necessary.
VoIP & Telecommunications
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Troubleshoot SIP registration, inbound/outbound calling, caller ID, DTMF, codecs, audio quality, and call routing.
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Troubleshoot hosted PBX features including IVR, ring groups, queues, voicemail, call forwarding, and time conditions.
•
Troubleshoot SIP phones and endpoints, including provisioning and configuration.
•
Investigate one-way audio, no audio, dropped calls, failed calls, and call-quality problems.
•
Understand SIP signaling and RTP media flows.
Networking
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Troubleshoot basic LAN/WAN, DHCP, DNS, NAT, firewall, and port-forwarding issues.
•
Diagnose connectivity and latency problems.
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Understand TCP/IP, UDP, VLANs, and common networking concepts.
•
Work with customer IT personnel to resolve network-related VoIP issues.
Systems & Software
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Review application and server logs to identify problems.
•
Use command-line tools for troubleshooting when appropriate.
•
Work with Linux-based systems and common troubleshooting utilities.
•
Assist engineering teams with identifying software bugs and technical issues.
•
Document recurring problems and develop knowledge-base articles and troubleshooting procedures.
Requirements
•
5+ years of experience in technical support, IT support, telecommunications, networking, or a related field.
•
Strong troubleshooting and analytical skills.
•
Working knowledge of TCP/IP networking.
•
Experience troubleshooting Windows and/or Linux systems.
•
Basic understanding of DNS, DHCP, NAT, VPNs, and firewalls.
•
Strong customer-service and communication skills.
•
Ability to work independently and manage multiple support tickets.
•
Ability to document technical issues clearly and accurately.
Preferred Qualifications
•
Experience with VoIP, SIP, hosted PBX, or telecommunications.
•
Experience with FreeSWITCH, Asterisk, FusionPBX, or similar platforms.
•
Experience with SIP phones such as Yealink, Poly, Grandstream, or Cisco.
•
Experience with Wireshark or SIP packet captures.
•
Knowledge of RTP and VoIP codecs.
•
Linux administration experience.
•
Experience with PostgreSQL or other databases.
•
Experience using APIs and REST services.
•
Familiarity with monitoring and logging platforms.
•
Experience with Freshdesk, Zendesk, or similar ticketing systems.
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