Network VoIP Support Engineer (Remote - LATAM)

Vivant is on a mission to eliminate business downtime. We guarantee 100% uptime for SMBs, and we’re looking for a Level 1-2 Support Engineers to help us deliver on that promise. Essential Criteria Not Desktop Support: If your background is primarily hardware repair or general IT helpdesk, please do not apply. VoIP Expert: You must have hands-on experience with SIP trunks, PBX systems, and network routing. English Only: Supporting U.S. customers; English fluency is required. Resumes must be in English. Your day to day life as a Support Engineer: Answer incoming client calls related to VoIP, internet, or WIFI issues Work tickets involving call quality, dropped calls, network drops, or routing problems Run diagnostics (SIP traces, pings, traceroutes, MOS score review, packet loss checks) Assist with PBX provisioning, phone registration, and softphone setup Prioritize outages (phones down, internet down, WiFi down) Document every step clearly and communicate status updates professionally Escalate advanced issues to senior telecom engineers when appropriate Maintain ticket SLAs with clear, fast response times Key Responsibilities: First-level support for VoIP, networking, and connectivity issues Troubleshoot SIP, call quality, latency, jitter, and registration failures Perform basic network troubleshooting (TCP/IP, DNS, DHCP, routing basics) Troubleshoot WiFi drops, access point connectivity, and cabling-related issues Provision phones, extensions, voicemail, call flows, and SIP trunk configs Manage and prioritize tickets through our help desk system Escalate complex problems with proper documentation Update knowledge base articles and internal processes Minimum Requirements: 2+ years of VoIP or Network Support experience. Strong understanding of TCP/IP, DNS, DHCP, and NAT. Practical expertise with: SIP, PBX systems, and SIP trunks. Routers, switches, and WiFi troubleshooting. Experience with ticketing systems and remote customer rapport. Ability to communicate technical information clearly and simply to non-technical users. A driven and proactive mindset paired with a passion for continuous learning and making a meaningful impact on our company’s success. Solid understanding of key VoIP metrics such as MOS score, latency, jitter, and packet loss. Nice to Have CompTIA Network+, CCNA, or VoIP-related certifications Experience in telecom, MSP, or VoIP carrier environment Experience with Poly, Grandstream, or cloud PBX platforms Why Vivant? Growth: Competitive salary + bonuses. We hire for impact and promote leaders. Culture: We value Reliability, Product Knowledge, and Autonomy. Impact: Help us eliminate the frustrations of internet and phone outages for good. Schedule: Work hours aligned with the U.S. Central time zone between 8am - 5pm M-F Compensation: Monthly Base Salary: $1,500 – $2,500 USD. Determining Factors: Final offer depends on technical expertise, years of relevant experience, and specific skills. Note: This range covers base pay only; all other benefits will be discussed during the offer stage. Join Vivant and level up your career!