CS Engineer Tier 2 (VOIP Platform Support)

About Us At iReply, we believe that meaningful careers can start right where you are. We connect talented professionals with global clients, helping them grow while supporting businesses to optimize their operations. Our vision is to be the partner of choice for companies that want to scale with trustworthy, highly skilled knowledge workers. We call this the iReply Way — a blend of professionalism, innovation, and people-first values. Guided by our INSPIRE values (Integrity, Nurture, Success, Purpose, Innovation, Respect, Excellence), we make sure every role isn’t just a job, but a chance to create impact. Job Description This is a remote position. We are seeking a highly skilled CS Engineer Tier 2 (VOIP Platform Support)​ to handle advanced troubleshooting and resolution of complex VoIP and platform-related issues within a large-scale communications environment. This role focuses on deep technical analysis, issue reproduction, root cause identification, and collaboration with Tier 3 and Engineering teams to ensure platform stability and continuous improvement. The ideal candidate has strong experience in VoIP systems, Linux-based environments, and network troubleshooting, with the ability to independently analyze and resolve high-complexity technical issues. ​ Key Responsibilities Troubleshoot complex VoIP platform issues including mobile push notifications, video (SnapHD/WebRTC), call flows, faxing, provisioning, and one-way/no-audio scenarios. Perform advanced system troubleshooting across Linux and application stack components such as Ubuntu, Apache, Tomcat, Postfix, SMTP, Node.js, PHP, Redis, MySQL, and Memcache. Diagnose SIP, RTP, DNS, firewall, routing, and general network-related issues. Provision and support VoIP devices including Yealink, Polycom, Grandstream, Cisco, and similar endpoints. Configure and troubleshoot third-party REST API integrations (e.g., E911, SMS/MMS, fax services, text-to-speech, messaging platforms). Reproduce customer-reported issues in a controlled lab environment using logs, SIP traces, and packet captures (Wireshark, tcpdump, sngrep). Identify root causes by determining whether issues are related to device, configuration, network, or platform components. Analyze trends across multiple tickets to detect recurring issues, bugs, or systemic platform defects. Validate engineering fixes, patches, firmware updates, and platform changes prior to production release. Handle Tier 2 escalations and provide complete diagnostic reports before escalation to Tier 3 or Engineering teams. Monitor platform health using observability tools to detect service degradation, call quality issues, and registration failures. Document troubleshooting steps, root causes, and resolutions in internal knowledge bases. Collaborate with cross-functional teams and communicate clearly on issue status, impact, and resolution timelines. Requirements Strong expertise in VoIP technologies, SIP signaling, and end-to-end call flow analysis Advanced troubleshooting experience in Linux-based systems and web/application servers Proficiency in analyzing packet captures, SIP traces, and system logs Solid understanding of networking fundamentals (DNS, TCP/IP, routing, firewalls, TLS/SRTP) Experience with REST API integrations and debugging Strong analytical mindset with ability to identify root causes and recurring patterns Excellent written and verbal communication skills Ability to manage escalations and collaborate effectively across technical teams High level of ownership, curiosity, and persistence in solving complex issues Experience with NetSapiens is a plus but not required. Benefits Paid Leaves & Birthday Off: Take time when you need it, and convert unused leave into cash! Plus, enjoy an extra day off on your birthday. ​ Comprehensive Health Insurance: Coverage starts from day one and extends to one dependent. Performance-Based Salary Increase: Enjoy a raise after regularization Annual Salary Adjustments: We recognize long-term commitment with yearly salary increases. Employee Recognition: Be rewarded for your hard work with incentives and recognition. Engaging Team Activities: Join in on Family Days, Summer Splash, and other fun events that strengthen the iReply community.