Sr. Support Specialist, Phones
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Sr. Support Specialist, Phones based in Mexico.
This is a specialized technical support role focused on resolving complex VoIP, SIP, and PBX challenges for multi-site clients.
You will troubleshoot issues across call flows, network connectivity, call quality, and telephony infrastructure.
The role combines hands-on technical investigation with direct client communication and remote diagnostics.
You will manage a high volume of support tickets while maintaining service-level commitments and clear documentation.
Your expertise will help reduce escalations, improve first-contact resolution, and strengthen the overall support operation.
You will also contribute to a growing knowledge base by documenting recurring problems and effective solutions.
The position is fully remote and requires strong English communication and availability aligned with North American business hours.
Accountabilities
- Troubleshoot VoIP and SIP issues: Diagnose and resolve connectivity problems involving NAT traversal, SDP mismatches, one-way audio, packet loss, and other common VoIP failure scenarios, handling 15+ client tickets per day.
- Support PBX environments: Administer and troubleshoot PBX systems at the call-flow and trunk-configuration level, going beyond individual device configuration.
- Perform network diagnostics: Investigate network-level issues at client locations, including router, firewall, VLAN, and connectivity problems, and guide non-technical users through resolution steps by phone or screen sharing.
- Configure IP phones: Provision and configure IP phones from multiple vendors, including Yealink, Grandstream, and Polycom-class devices, for new and existing client accounts.
- Manage support tickets: Resolve client-facing technical tickets efficiently while maintaining SLA commitments, accurate records, and professional written communication.
- Provide remote technical support: Conduct structured remote diagnostics and clearly communicate technical findings and recommended solutions to clients.
- Document solutions: Identify recurring technical issues and create or update internal knowledge-base documentation to enable the wider support team to resolve similar problems more effectively.
- Drive issues through resolution: Take ownership of complex incidents from initial investigation through final resolution, minimizing unnecessary escalations.
- Technical experience: 2–4 years of professional experience in technical VoIP/PBX support, ideally within multi-site or enterprise-scale environments.
- VoIP expertise: Strong practical knowledge of SIP, RTP/RTCP, PBX call routing and configuration, codecs, call-quality issues, and common VoIP failure modes.
- Networking: Working knowledge of subnetting, VLANs, QoS, network troubleshooting, and packet-capture analysis using Wireshark or equivalent tools.
- Telephony hardware: Hands-on experience provisioning and configuring IP phones from multiple hardware vendors.
- Troubleshooting: Strong analytical and problem-solving skills, with the ability to diagnose complex technical issues remotely and systematically.
- Communication: Fluent written and spoken English, with the ability to communicate technical information clearly to both technical and non-technical clients.
- Ownership: Demonstrated ability to independently manage complex issues through to resolution with limited supervision.
- Remote work readiness: Comfortable working independently in a fully remote environment and managing a high-volume support workload.
- Equipment: Ability to provide your own laptop, monitors, keyboard, mouse, dedicated workstation, and stable internet connection.
- Schedule: Availability to work according to North American business hours, as agreed for the engagement.
- Monthly compensation: USD $2,041.67 per month.
- Fully remote: Work remotely from Brazil as part of a distributed Latin American team.
- Technical impact: Opportunity to work on advanced VoIP, SIP, PBX, and network troubleshooting challenges.
- Professional development: Exposure to multi-site telephony environments, complex technical incidents, and scalable support practices.
- Knowledge sharing: Opportunity to contribute to internal technical documentation and improve team-wide troubleshooting capabilities.
- Contract position: Flexible remote contractor engagement aligned with North American business hours.
Requirements
Benefits
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