Technical Support Specialist, Voice Quality

About the Role

Join our Customer Experience team as a Technical Support Specialist focused on Voice Quality, where you'll be instrumental in investigating and resolving complex telephony and network issues to ensure seamless customer communication.

Responsibilities

• Investigate escalated voice-quality issues including robotic audio, jitter, packet loss, latency, and dropped calls.
• Troubleshoot call routing and telephony behavior across SIP, VoIP, and WebRTC.
• Analyze logs, signaling data, and call traces to identify root causes of calling issues.
• Lead technical troubleshooting sessions with customers and translate complex findings into clear explanations.
• Collaborate with Engineering, Product teams, and telecom carriers to diagnose and resolve platform and service issues.

Requirements

• Experience supporting VoIP, telecom, or UCaaS platforms in a technical support or operations role.
• Strong understanding of VoIP and telephony concepts, including SIP signaling and call routing.
• Solid understanding of IP networking fundamentals (TCP/IP, NAT, QoS, LAN/WAN).
• Experience troubleshooting real-time communications issues such as poor audio quality or dropped calls.
• Strong written and verbal communication skills, with the ability to explain complex technical issues clearly.

Nice-to-Haves

• Experience troubleshooting WebRTC-based communication platforms.
• Experience working with telecom carriers or telephony providers.
• Familiarity with packet capture analysis (PCAP) or SIP trace analysis.
• Experience with monitoring and observability tools (e.g., Datadog).
• Familiarity with analytics tools (e.g., Looker).