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Broadvoice

Technical Support Specialist II

Broadvoice

Technical Support Representative with VoIP expertise at Broadvoice, diagnosing SIP signaling and call performance issues while providing exceptional customer support. Active in knowledge sharing and team collaboration.

Posted 7/17/2026full-timeRemote • 🇨🇴 ColombiaMid-LevelSeniorWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong expertise in VoIP technologies, particularly SIP and RTP, with a focus on troubleshooting and resolving technical issues in SIP trunking environments. Possesses excellent communication skills and the ability to document and escalate issues effectively while supporting team collaboration.

Highest-signal resume keywords
VoIP TechnologiesSIP Signaling TroubleshootingCall Log InterpretationTechnical Support ExperienceNetwork Fundamentals

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
SIPRTPNAT TraversalTroubleshootingCall LogsRouter ConfigurationsTechnical DocumentationTicketing SystemDiagnostic ToolsQuality Assurance
Soft Skills
Effective Time ManagementDetail-OrientedStrong Communication Skills
Tools & Technologies
MetaswitchCollaboration Tools
Industry Keywords
VoIPTelecomUnified CommunicationsTechnical SupportTier 2 Support

Tech Stack

Tools & technologies
VoIP

About the role

Key responsibilities & impact
  • 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

Requirements

What you’ll need
  • 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.

Benefits

Comp & perks
  • Grow Your Career
  • Enjoy Flexibility
  • Community & Culture
  • Make an Impact