Technical Support Specialist II

POSITION SUMMARY

Broadvoice is seeking a Technical Support Representative 2 with strong VoIP knowledge and SIP trunking troubleshooting experience to join our growing team. In this technical, customer-facing role, you’ll work directly with business clients via phone, chat, and email to resolve complex issues—particularly those related to call flow, SIP signaling, and voice service performance. If you’re passionate about problem-solving and want to make a meaningful impact in a fast-paced, customer-focused environment, we want to hear from you.

KEY RESPONSIBILITIES

• Serve as a Broadvoice brand ambassador by embodying our core values and delivering exceptional customer support
• Research, diagnose, and resolve technical issues—particularly those involving SIP signaling, RTP, and call logs in VoIP/SIP trunking environments
• Troubleshoot call failures using logs and diagnostic tools; identify root causes for quality or connectivity issues in SIP environments
• Accurately document and track issues using our internal ticketing system
• Identify and escalate bugs or defects; document feature requests to help improve our product ecosystem
• Create and contribute to knowledge base documentation and support the enablement of peers with up-to-date technical info
• Communicate real-time insights with your team through collaboration tools like chat and internal channels
• Actively grow your technical knowledge with training, manuals, industry publications, and hands-on experience
• Take on additional duties and special projects as assigned

QUALIFICATIONS

• Strong knowledge of VoIP technologies (SIP, RTP, NAT traversal) and experience in SIP trunking environments
• Demonstrated experience troubleshooting SIP signaling and interpreting call logs, preferably with platforms like Metaswitch
• Understanding of network fundamentals, router configurations, and basic IT concepts
• Strong English communication skills—written, verbal, and in live customer interactions
• Ability to manage time effectively and stay detail-oriented in a fast-paced support environment
• Previous experience in a Tier 2 or higher technical support role in a VoIP, telecom, or unified communications setting is preferred

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.