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
- Experience with CPaaS / CCaaS / VoIP platforms
- Ability to analyze call logs and troubleshoot connectivity issues
- Familiarity with ticketing systems and incident management tools (e.g., Omnidesk, Freshdesk)
- Availability to work evening or night shifts (European timezone)
Nice to Have
- Experience with platforms such as Twilio, Infobip, Telnyx, Sinch, 8x8, RingCentral, CloudTalk, Aircall, Zadarma
- Knowledge of VoIP monitoring and routing tools (iTest, Arptel, Route Inspector, etc.)
What We Offer
- Fully remote work environment
- Flexible shifts
- Paid vacation
- 3-month probation period with long-term cooperation opportunity
This is a great opportunity to join a fast-paced environment where you can deepen your expertise in VoIP technologies and grow within a global telecom ecosystem.
