Technical Support Engineer II

About Broadvoice At Broadvoice, we believe that exceptional customer experience is the cornerstone of business success. Our AI-powered contact center and communications solutions are designed to help mid-market businesses simplify service, enhance satisfaction, and swiftly resolve issues. Our holistic approach to CX sets us apart in the market. We don’t just provide software. We offer a proven CX framework backed by hands-on support. And our platform was built to be easy to deploy, intuitive to use, and scalable without chaos. Every role in our company contributes to our mission of providing and creating exceptional experiences. Whether you’re in product, sales, support, marketing, or operations, your work directly impacts our customers and, by extension, their customers. Collaboration, innovation, and a shared commitment to excellence define our culture. POSITION SUMMARY We are seeking a Technical Support Engineer (with expertise in VoIP) to serve as one of the primary technical authorities for SIP protocol and FreeSWITCH within our Tier 2 Support organization. This role is the escalation point for complex voice infrastructure issues and a key resource for knowledge transfer across the team. KEY RESPONSIBILITIES Diagnose and resolve escalated Tier 2 issues related to SIP signaling, call routing, and FreeSWITCH platform behavior Analyze SIP traces, RTP streams, and FreeSWITCH logs to identify root causes of call quality, registration, and interoperability issues Troubleshoot network-layer issues affecting voice traffic, including packet loss, jitter, latency, firewall/NAT traversal, and VLAN/QoS misconfigurations Query and analyze operational databases using SQL to investigate call records, provisioning data, and platform telemetry in support of issue resolution Maintain and document internal runbooks, troubleshooting guides, and known-issue resolutions Collaborate with engineering and product teams on platform issues, bugs, and feature requests Provide technical mentorship and training to Tier 2 support engineers Support carrier and vendor integration troubleshooting (SIP trunks, gateways, UCaaS platforms) QUALIFICATIONS 4+ years of hands-on experience with SIP protocol (RFC 3261 and related RFCs) Deep expertise with FreeSWITCH configuration, dialplan, and ESL/event socket Proficiency reading and interpreting SIP packet captures (Wireshark/sngrep/tcpdump) Solid understanding of networking concepts in a telephony context: TCP/UDP, routing, firewalls, NAT, VLANs, and QoS/DSCP marking Working knowledge of SQL for querying relational databases (call detail records, provisioning tables, reporting data) Experience with VoIP concepts: codecs, DTMF, NAT traversal, QoS, TLS/SRTP Familiarity with Linux administration Strong written and verbal communication skills for both technical and non-technical audiences Good knowledge of SQL Professional proficiency in English (written and verbal) — required for daily team communication and documentation WHY BROADVOICE 🚀 Grow Your Career Whether you’re interested in advancing technical skills, developing leadership acumen, or exploring new areas, we support your career journey with clear growth paths, access to learning resources, and mentorship. 🏡Enjoy Flexibility We know life happens outside of work. Our remote-first approach and focus on work-life harmony let you thrive in all areas of your life. 🤝 Community & Culture Be part of a team that values diversity, inclusion, and a sense of belonging—where your contributions make a real difference. 🌟 Make an Impact With us, your ideas are heard, and your work is meaningful. As a member of our team, you’ll play a central role in building a more reliable and process-oriented infrastructure for Broadvoice’s future. Are you ready to join a passionate and talented team to build the future of Broadvoice? If you’re a strategic thinker, a collaborative, and have a talent for driving impactful results, we’d love to meet you! Apply now to become part of a forward-thinking company that’s growing and empowering its people across all roles and departments.