Overview
Technical Support Specialist II at Broadvoice is a technical, customer-facing role focused on resolving complex issues related to call flow, SIP signaling, and voice service performance.
The position involves working with business clients via phone, chat, and email to diagnose and fix issues, with emphasis on VoIP and SIP trunking.
If you’re passionate about problem-solving in a fast-paced, customer-focused environment, we’d love to hear from you.
Responsibilities
- 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
Qualifications
- 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
Benefits
- Grow Your Career
Whether you’re interested in advancing technical skills, developing leadership acumen, or exploring new areas, we support your career journey with clear growth paths, access to learning resources, and mentorship.
- Enjoy Flexibility
We know life happens outside of work.
Our remote-first approach and focus on work-life harmony let you thrive in all areas of your life.
- Community & Culture
Be part of a team that values diversity, inclusion, and a sense of belonging—where your contributions make a real difference.
- Make an Impact
With us, your ideas are heard, and your work is meaningful.
As a member of our team, you’ll play a central role in building a more reliable and process-oriented infrastructure for Broadvoice’s future.
Are you ready to join a passionate and talented team to build the future of Broadvoice?
If you’re a strategic thinker, a collaborative team player, and have a talent for driving impactful results, we’d love to meet you! Apply now to become part of a forward-thinking company that’s growing and empowering its people across all roles and departments.
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