VOIP Technical Support Engineer

Huzzle.com; México; Remote; MXN 240,000 - 360,000; Full time

Benefits offered by this job

Competitive salary

Fully remote work

Ongoing learning opportunities

Tech-forward company

Ongoing learning

Purpose-driven team

Job summary

A telecommunication solutions provider is seeking a Technical Support Specialist to troubleshoot VoIP-related issues and provide excellent customer support. The role requires a minimum of 2 years in a technical support role with expertise in VoIP technologies. You will work remotely with a focus on ensuring 100% uptime for clients while contributing to process documentation and team collaboration on improvements. Competitive salary based on experience offered.

Qualifications

• 2+ years of experience in technical support, especially for VoIP.
• Proficient understanding of NAT, RTP, and VoIP QoS.
• Experience with hosted PBX platforms and SIP trunking.
• Experience with hosted PBX platforms and IP phones.
• Proficient with diagnostic tools like Wireshark.
• Fluent English written and spoken.
• Comfortable working fully remotely.
• Familiarity with Zendesk or Freshdesk is a plus.

Responsibilities

• Troubleshoot VoIP issues including call quality and NAT traversal.
• Provide real-time support to SMB customers via email and chat.
• Collaborate with internal teams to document bugs and improvements.
• Analyze SIP logs and captures using Wireshark or similar.
• Assist provisioning and deployment of VoIP handsets.
• Collaborate with product and engineering to document bugs.
• Maintain knowledge base of common issues.
• Contribute to SOPs to improve support delivery.

Skills

VoIP troubleshooting

Networking fundamentals

SIP protocol understanding

Strong diagnostic skills

Excellent communication skills

Hosted PBX / SIP trunking

IP phone configuration

Wireshark / sngrep

English communication

Remote work

Tools

Wireshark

Zendesk

Freshdesk

Freshdesk

Job description

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About Huzzle: At Huzzle, we connect high-performing B2B sales professionals with global companies across the UK, US, Canada, Europe, and Australia. Our clients include startups, digital agencies, and tech platforms in industries like SaaS, MarTech, FinTech, and EdTech. We match top sales talent to full-time remote roles where they're hired directly into client teams and provided ongoing support by Huzzle.

Role Type: Full-time

Engagement: Independent Contractor

About The Company: Our client is an innovative telecom solutions provider dedicated to helping SMBs eliminate the stress and cost of internet, phone, and network outages. Through proactive monitoring, smart technology, and industry-leading customer support, they guarantee 100% uptime - empowering businesses to stay connected and thrive without disruptions. With a strong focus on reliability, autonomy, and deep technical expertise, they're redefining how small and medium-sized businesses experience telecom and networking services.

Key Responsibilities

• Troubleshoot VoIP-related issues including call quality, dropped calls, SIP registration, codec mismatches, and NAT traversal.
• Provide real-time and asynchronous support to SMB customers via email, chat, and ticketing platforms.
• Diagnose and resolve issues related to firewalls, routers, switches, and broadband connectivity affecting VoIP services.
• Analyse and interpret SIP logs, packet captures, and diagnostic tools (e.g., Wireshark) to resolve client issues.
• Assist with provisioning, configuration, and deployment of VoIP handsets and softphones.
• Collaborate with internal product and engineering teams to document bugs, suggest improvements, and help refine deployment processes.
• Maintain a knowledge base of recurring issues and technical solutions.
• Contribute to process documentation and SOPs to ensure efficient support delivery.

Requirements

• 2+ years of experience in a technical support role focusing on VoIP or Unified Communications.
• Solid understanding of SIP protocol, NAT, RTP, and VoIP QoS.
• Proficient with networking fundamentals including DNS, DHCP, TCP/IP, firewalls, and VPNs.
• Experience with hosted PBX platforms, SIP trunking, and configuring IP phones.
• Strong diagnostic skills using tools like Wireshark, sngrep, or equivalent.
• Excellent communication skills and fluent English, both written and spoken.
• Self-motivated, autonomous, and able to thrive in a fully remote environment.
• Familiarity with ticketing systems such as Zendesk, Freshdesk, or similar is a plus.

Benefits

• 💰 Competitive salary: Based on experience and skillset
• 🌎 Fully remote: Work from anywhere with international teams
• ⚙️ Tech-forward company: Work with modern tools and infrastructure supporting 100% uptime
• 🚀 High-impact role: Your expertise directly contributes to business continuity for SMB clients
• 📚 Ongoing learning: Exposure to the latest in VoIP, networking, and telecom technology
• 🎯 Work with purpose: Join a team obsessed with reliability, customer success, and innovation