Technical Support Engineer II

Broadvoice

Technical Support Engineer specializing in SIP protocol and FreeSWITCH, diagnosing complex VoIP issues for Broadvoice. Collaborating with teams to enhance product capabilities and service quality.

Posted 7/11/2026full-timeRemote • 🇵🇹 PortugalMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

FirewallsLinuxSQLVoIP

About the role

Key responsibilities & impact

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)

Requirements

What you’ll need

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.

Benefits

Comp & perks

Grow Your Career
Enjoy Flexibility
Community & Culture
Make an Impact

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

SIP ProtocolFreeSWITCHSQLVoIPLinux AdministrationPacket Capture AnalysisNetwork TroubleshootingRTP Stream AnalysisDialplan ConfigurationFirewall/NAT Traversal

Soft Skills

Written CommunicationVerbal CommunicationTechnical Mentorship