Serve as a Broadvoice brand ambassador by embodying our core values and delivering exceptional customer support
Research, diagnose, and resolve technical issues—particularly those involving SIP signaling, RTP, and call logs in VoIP/SIP trunking environments
Troubleshoot call failures using logs and diagnostic tools; identify root causes for quality or connectivity issues in SIP environments
Accurately document and track issues using our internal ticketing system
Identify and escalate bugs or defects; document feature requests to help improve our product ecosystem
Create and contribute to knowledge base documentation and support the enablement of peers with up-to-date technical info
Communicate real-time insights with your team through collaboration tools like chat and internal channels
Actively grow your technical knowledge with training, manuals, industry publications, and hands-on experience
Take on additional duties and special projects as assigned

Strong knowledge of VoIP technologies (SIP, RTP, NAT traversal) and experience in SIP trunking environments
Demonstrated experience troubleshooting SIP signaling and interpreting call logs, preferably with platforms like Metaswitch
Understanding of network fundamentals, router configurations, and basic IT concepts
Strong English communication skills—written, verbal, and in live customer interactions
Ability to manage time effectively and stay detail-oriented in a fast-paced support environment
Previous experience in a Tier 2 or higher technical support role in a VoIP, telecom, or unified communications setting is preferred.

Technical Support Specialist

Key skills