Tier One Telecom Support Engineer

AireSpring

Technical Support Engineer providing telecom transport support for clients of AireSpring, a telecom service provider. Troubleshooting technical issues and managing customer communications effectively.

Posted 7/29/2026full-timeRemote • 🇵🇭 PhilippinesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in troubleshooting telecom transport issues, with a strong focus on WAN technologies, router management, and effective communication with customers and internal teams. Proficient in documenting technical interactions and resolutions while adhering to service level agreements.

Highest-signal resume keywords

Telecom Technical SupportWAN TechnologiesCisco and Adtran RoutersSIP and RTP ProtocolsTelecom Industry Certifications

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Layer 1 and Layer 2 OSI Model TestingFault IsolationRouter Log AnalysisLoop TestingPerformance Statistics ReviewNetwork TopologyLoopback TestingTDM NetworksSD-WAN TechnologiesFirewall Technologies

Soft Skills

Attention to DetailClear DocumentationProfessional CommunicationCustomer Service

Tools & Technologies

Velo SD-WAN DevicesMerakiFortinet FirewallCentralized Device Monitoring Tools

Certifications & Qualifications

Telecom Industry Certifications

Industry Keywords

CLECsILECsBroadbandCopperFiberWireless Transport Technologies

About the role

Key responsibilities & impact

Provide technical support for telecom transport issues
Work with customers, carriers, and internal teams to resolve service disruptions quickly and professionally
Perform Layer 1 and Layer 2 OSI model testing and fault isolation through internal troubleshooting, carrier testing, router log analysis, loop testing, head-to-head testing, and performance statistics review
Work directly with CLECs and ILECs to troubleshoot and resolve customer transport issues
Handle inbound and outbound technical calls from customers, agents, and transport partners
Create and manage internal and carrier trouble tickets
Provide professional and courteous support via phone, email, and chat
Log and document all interactions, issues, and resolutions efficiently and accurately in repair tickets and correspondence
Identify the source of problems and advise customers and internal teams on appropriate next steps for resolution
Provide end-user training and education on telecom systems and troubleshooting procedures
Escalate complex issues to Senior/Lead Technicians and Tier 2 support as necessary
Manage and prioritize multiple issues simultaneously while maintaining accuracy and meeting service level agreements

Requirements

What you’ll need

2+ years of experience researching and resolving telecom technical issues (voice, internet, and data)
Strong knowledge of WAN technologies and centralized device monitoring and management tools
Working knowledge of Cisco and Adtran routers, Velo SD-WAN devices, Meraki, and Fortinet Firewall hardware
Prior experience working with CLECs and ILECs (Verizon, AT&T, CenturyLink, etc.)
Experience with broadband, copper, fiber, and wireless transport technologies
Basic understanding of network topology, ping, and traceroute commands
Excellent attention to detail and writing skills with the ability to create clear and concise documentation in repair tickets, emails, and internal or external correspondence.
Familiarity with SIP (Session Initiated Protocol) and RTP (Real-time Transport Protocol)
Basic understanding of SD-WAN and Firewall technologies
Experience with loopback testing and troubleshooting procedures
Working knowledge of Traditional TDM networks LAN/WAN, router, and firewall technologies expertise
Telecom industry certifications

Benefits

Comp & perks

Employees can work remotely