VoIP System Support Engineer
Sansay empowers its global base of over 400 customers to succeed with its VoIP leadership in on-premise, virtual, and cloud platforms. As organizations grow more reliant on VoIP, they turn to our leading solutions for rapid and dependable communications.
Sansays market-leading portfolio covers the VoIP spectrum, from cloud network virtualization, least-cost routing, and monitoring solutions to pre-paid IVR, SIP trunking, subscriber access, transcoding, WebRTC, and wholesale and retail VoIP session control. Our leading technologies are backed by world-class technical support to ensure customer success.
Sansay is looking for an experienced VoIP System Support Engineer passionate about VoIP and the telecommunications industry. In this role you will join a team of professionals responsible for supporting Sansay customers worldwide. This job opening is for a non-traditional schedule including afternoon and night hours.
In this customer-facing position you will assist our customers in the configuration, upgrades implementation and installation of Sansay products. This role requires a mix of proven customer-facing skills and strong hands-on experience in telephony, VoIP protocols, IP networking and Linux.
We are looking for goal-oriented, high energy people, who enjoy being challenged to take the lead and ownership of tough issues. Our work environment is casual, fun and dynamic. Your work will have a real impact on the company and our customers worldwide.
BS in engineering, computer science or information technology.3+ years of experience in a customer-facing position in technical support.Working knowledge in VoIP/Unified Communications specifically SIP protocol.Solid understanding of the Linux operating system.Experience troubleshooting and working with telecom carriers.
Experience working non-standard hours and 24x7 operations environment.Experience with Session Border Controllers (SBC), IP-PBX (e.g. Asterisk, Freeswitch) and other SIP servers/proxies (Kamailio, OpenSIPs)Solid networking foundation skills (IPv4, IPv6, UDP, TCP, TLS, VLAN).Strong Linux administration skills in a command-line environment.Hands-on experience with cloud computing environments (AWS, GCP, VMWare, KVM)Hands on experience with packet analyzers (tcpdump, Wireshark).Highly organized to work effectively in a time-critical environment.Team player who excels at building trusting relationships with customers and colleagues.
Sansay is a small and growing company and you'll likely get experience on many different projects across the organization. That said, here are some things you'll probably do:
Assist customers in product software upgrades and changes.Provide technical assistance and guidance to customers tickets.Troubleshoot cross-component issues on IP-based networks and systems.Work closely with other engineers in the debugging and testing of new issues.Execute functional and regression test plans on new software releases.Build tools that simplify, accelerate and improve support.Contribute to customer knowledge base writing articles or creating video content.Work closely with our development team to resolve issues.
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