Technical Support Engineer (SIP / VoIP / FoIP)

About the Role

The Technical Support Engineer role is a key component of T38Fax's customer support team, which is scaling to meet the rapid growth of the company's popular T.38 Fax Over IP (FoIP) service. As a technical support engineer, you will have the opportunity to work on a wide range of technical issues, from troubleshooting SIP signaling and call setup failures to analyzing SIP traces and PCAP captures.

T38Fax is committed to providing expert-level support to its customers, and the Technical Support Engineer role is no exception. You will be expected to take ownership of reported customer issues and see them through to resolution, ensuring proper recording and closure of all issues.

What You Will Do

• Provide Tier 1 and Tier 2 support for FoIP and SIP-related technical issues via email, phone, and case management system (Zendesk)
• Diagnose and troubleshoot SIP signaling, call setup failures, one-way audio, jitter, latency, and packet loss
• Analyze SIP traces, PCAP captures, and logs using tools like Wireshark and tcpdump
• Support T.38 Fax Over IP (FoIP) implementations, troubleshooting failed fax transmissions and improving reliability
• Work with PBX systems (Asterisk, FreePBX, 3CX, etc.), VoIP gateways, and SBCs
• Assist customers with network configurations, NAT traversal, and firewall rules
• Escalate complex issues to engineering teams and collaborate with vendors as needed
• Write documentation, knowledge base articles, and FAQs, and document troubleshooting steps, best practices, and solutions in the company's knowledge base
• Test interoperability of new VoIP/FoIP equipment and create user guides for various IP-PBX and SIP-compatible devices for use with the SIP Trunking service

What We Are Looking For

• Bachelor's Degree in Computer Science or a related field, or a combination of education and experience
• Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, NAT, VPNs, and firewall rules) and networking protocols, in particular VoIP/SIP
• Experience with fax and FoIP technologies
• Strong troubleshooting and problem-solving skills
• Excellent communication and customer service skills
• Ability to work in a fast-paced environment and prioritize multiple tasks
• Familiarity with tools like Wireshark, tcpdump, and Zendesk

Nice to Have

• Experience with PBX systems, VoIP gateways, and SBCs
• Knowledge of VoIP and SIP security best practices
• Familiarity with cloud-based phone systems and VoIP technologies
• Certification in a related field, such as CCNA or CCNP

Benefits and Perks

• Competitive salary and benefits package
• Opportunity to work with a cutting-edge technology company
• Collaborative and dynamic work environment
• Flexible working hours and remote work options
• Professional development and training opportunities
• Access to the latest tools and technologies
• Recognition and reward for outstanding performance
• Comprehensive health and wellness benefits

• Tip: Make sure to highlight your understanding of networking fundamentals and SIP protocols in your resume and cover letter.
• Tip: Be prepared to provide specific examples of your troubleshooting experiences and how you resolved complex technical issues.
• Tip: Familiarize yourself with tools like Wireshark and tcpdump, and be prepared to discuss your experience with them.
• Tip: Show enthusiasm and a willingness to learn and take on new challenges, as the company is looking for candidates who are passionate about technology and customer support.
• Tip: Ask about the company culture and values during the interview, and be prepared to discuss how you can contribute to the team's success.
• Tip: Be prepared to discuss your experience with customer service and support, and how you can provide exceptional service to the company's customers.