1st Line Support Engineer

Location: Remote

Employment: Full-time

We are looking for a 1st Line Support Engineer with experience in VoIP / CPaaS environments to join a growing international team.

This role is ideal for someone who enjoys troubleshooting, working directly with customers, and being at the forefront of resolving real-time communication issues. You will play a key role in ensuring stable service delivery and a high-quality customer experience.

What You Will Do

• Handle customer requests via ticketing systems, chat, and email
• Perform initial troubleshooting of VoIP and CPaaS-related issues
• Run routing and call tests (manual and automated) to verify call delivery and route performance
• Assist customers with PBX configuration and connection setup (SIP credentials, trunks, codecs, routing, etc.)
• Create and manage tickets with upstream providers for routing or connectivity issues
• Escalate complex technical problems to internal Development / Engineering teams
• Order, provision, and assign DID numbers based on customer needs
• Monitor ongoing incidents and ensure timely resolution
• Maintain accurate documentation and updates within the ticketing system

Requirements

• Proven experience in the Telecom / VoIP industry (mandatory)
• Strong understanding of SIP protocol and VoIP call routing
• Basic knowledge of PBX systems (Asterisk, 3CX, FreePBX, or similar)

Strong Advantages