Junior Voice Engineer

Infobip Philippines; Manila; On-site; PHP 300,000 - 600,000; Full time

Benefits offered by this job

Performance bonuses

Hybrid work model

ESOP

Flexible time off

Career mentorship

Job summary

Infobip Philippines is seeking a Junior Voice Engineer to help deliver reliable voice and networking services. You will troubleshoot issues, work with customers and engineering teams, and help maintain service quality across our global platform.

The role requires 2–3 years in Level 2 tech support or network support, knowledge of TCP/IP, DNS, VPNs, and VoIP technologies. Hybrid work options and performance-based bonuses are offered.

Qualifications

• 2-3 years in a Level 2 technical support, network support, or customer support role.
• Working knowledge of TCP/IP, DNS, DHCP, routing, switching, VPNs, or firewalls.
• Experience supporting voice technologies such as VoIP, SIP, PBX, PSTN, or related telecommunications services.
• Strong troubleshooting, analytical, and critical thinking skills with the ability to independently solve technical issues.

Responsibilities

• Resolve customer inquiries and technical issues in a professional and timely manner while delivering a high-quality customer experience.
• Troubleshoot voice and networking-related issues, identify root causes, and work toward effective resolutions.
• Communicate directly with customers through phone, email, and ticketing systems, including proactive follow-up during troubleshooting.
• Collaborate with internal teams to resolve more complex technical challenges and ensure service continuity.
• Use AI tools and internal knowledge resources to research solutions, improve troubleshooting efficiency, and validate technical accuracy.
• Identify opportunities to improve internal processes, documentation, and customer experience workflows.
• Share product and customer feedback with engineering teams and contribute to knowledge sharing within the team.

Skills

Networking basics

VoIP expertise

Troubleshooting

Customer communication

Job description

About the role

As a Junior Voice Engineer, you will play an important role in delivering reliable communication experiences to our customers by resolving technical issues related to voice and networking services. You will work closely with customers, engineering teams, and internal stakeholders to troubleshoot complex problems, improve processes, and contribute to service quality across our global platform.

Responsibilities

• Resolve customer inquiries and technical issues in a professional and timely manner while delivering a high-quality customer experience.
• Troubleshoot voice and networking-related issues, identify root causes, and work toward effective resolutions.
• Communicate directly with customers through phone, email, and ticketing systems, including proactive follow-up during troubleshooting.
• Collaborate with internal teams to resolve more complex technical challenges and ensure service continuity.
• Use AI tools and internal knowledge resources to research solutions, improve troubleshooting efficiency, and validate technical accuracy.
• Identify opportunities to improve internal processes, documentation, and customer experience workflows.
• Share product and customer feedback with engineering teams and contribute to knowledge sharing within the team.

Qualifications

• 2-3 years of experience in a Level 2 Technical Support, Network Support, or Customer Support role.
• Working knowledge of networking fundamentals including TCP/IP, DNS, DHCP, routing, switching, VPNs, or firewalls.
• Experience supporting voice technologies such as VoIP, SIP, PBX, PSTN, DID, or related telecommunications services.
• Strong troubleshooting, analytical, and critical thinking skills with the ability to independently solve technical issues.
• Comfortable communicating directly with customers and taking ownership of issues through resolution.
• Quick to learn new technologies and able to adapt in a dynamic, fast-paced environment.
• Willingness to work during North America business hours.

Benefits

• Financial rewards and recognition - fair compensation aligned with experience and market standards, performance-driven bonuses, regular reviews.
• Flexible work arrangements - mix of in-person collaboration and remote work with hybrid flexibility.
• Employee Stock Ownership Plan (ESOP) - opportunity to share in the company’s success through stock options.
• Work-life balance and well-being - time off as needed, special leave days, hybrid work model tailored to local regulations.
• Career mobility - internal mobility, upskilling, and mentorship opportunities.
• Professional development - onboarding, mentorship, and training programs.
• International mobility - opportunities to work in global hubs.

Equal Opportunity Employment

All qualified applicants will receive consideration for employment without regard to race, color, ancestry, religion, age, sex, sexual orientation, gender, gender identity, national origin, citizenship, disability, veteran status or any other part of one's identity.