Remote VoIP Platform Engineer - Tier 2 Support

iReply Services; Bacolod; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Paid leaves & Birthday off

Health insurance

Performance-based salary increase

Annual salary adjustments

Employee recognition

Engaging team activities

Job summary

iReply Services in the Philippines—Bacolod region—seeks a skilled CS Engineer Tier 2 (VOIP Platform Support) for remote work. You will tackle advanced VoIP issues, reproduce defects, and collaborate with Tier 3 and Engineering teams to maintain platform stability.

The role emphasizes deep analytical troubleshooting across Linux environments, network diagnostics, and REST API integrations, with opportunities to influence product reliability and customer experience.

Qualifications

• Strong expertise in VoIP technologies, SIP signaling, and end-to-end call flow analysis.
• Advanced troubleshooting experience in Linux-based systems and web/application servers.
• Proficiency in analyzing packet captures, SIP traces, and system logs.
• Solid understanding of networking fundamentals (DNS, TCP/IP, routing, firewalls, TLS/SRTP).
• Experience with REST API integrations and debugging.
• Strong analytical mindset with ability to identify root causes and recurring patterns.
• Excellent written and verbal communication skills.
• Ability to manage escalations and collaborate effectively across technical teams.
• High level of ownership, curiosity, and persistence in solving complex issues.
• Experience with NetSapiens is a plus but not required.

Responsibilities

• Troubleshoot complex VoIP platform issues including mobile push notifications, video (SnapHD/WebRTC), call flows, faxing, provisioning, and one-way/no-audio scenarios.
• Perform advanced system troubleshooting across Linux and application stack components such as Ubuntu, Apache, Tomcat, Postfix, SMTP, Node.js, PHP, Redis, MySQL, and Memcache.
• Diagnose SIP, RTP, DNS, firewall, routing, and general network-related issues.
• Provision and support VoIP devices including Yealink, Polycom, Grandstream, Cisco, and similar endpoints.
• Configure and troubleshoot third-party REST API integrations (e.g., E911, SMS/MMS, fax services, text-to-speech, messaging platforms).
• Reproduce customer-reported issues in a controlled lab environment using logs, SIP traces, and packet captures (Wireshark, tcpdump, sngrep).
• Identify root causes by determining whether issues are related to device, configuration, network, or platform components.
• Analyze trends across multiple tickets to detect recurring issues, bugs, or systemic platform defects.
• Validate engineering fixes, patches, firmware updates, and platform changes prior to production release.
• Handle Tier 2 escalations and provide complete diagnostic reports before escalation to Tier 3 or Engineering teams.
• Monitor platform health using observability tools to detect service degradation, call quality issues, and registration failures.
• Document troubleshooting steps, root causes, and resolutions in internal knowledge bases.
• Collaborate with cross-functional teams and communicate clearly on issue status, impact, and resolution timelines.

Skills

VoIP technologies

SIP signaling

Linux-based systems

Network troubleshooting

Packet captures

SIP traces

REST API integrations

Troubleshooting

Documentation

Cross-functional collaboration

Tools

Wireshark

tcpdump

sngrep

Ubuntu

Apache

Tomcat

Postfix

Redis

MySQL

Memcache

Job description

iReply Services in the Philippines—Bacolod region—seeks a skilled CS Engineer Tier 2 (VOIP Platform Support) for remote work. You will tackle advanced VoIP issues, reproduce defects, and collaborate with Tier 3 and Engineering teams to maintain platform stability.

The role emphasizes deep analytical troubleshooting across Linux environments, network diagnostics, and REST API integrations, with opportunities to influence product reliability and customer experience.