Customer Support Engineer | VOIP & Networking

One Eighty Collective; United States; On-site; USD 85,000 - 120,000; Full time

Job summary

One Eighty Collective is seeking a Customer/Network Support Engineer to own customer cases from first contact to resolution, focusing on VoIP and network diagnostics.

Join a growing team moving to a flat ownership model, where you troubleshoot across the stack from endpoint to carrier and set up call flows, IVRs, and AI-driven support tools. Prior MSP/ISP/UCaaS experience is highly valued, with on-call duties including nights and weekends.

Qualifications

• Diagnosed and resolved live networking issues with VoIP traffic.
• Experience with LAN/WAN, DNS, DHCP, NAT, routing, and firewalls.

Responsibilities

• Own each customer case from first contact to confirmed fix.
• Isolate root cause across full stack, from endpoint to carrier.
• Configure and troubleshoot call flows, IVRs, ring groups, voicemail.
• Document issues clearly and reproduce defects for engineering.

Skills

Networking experience

VoIP fundamentals

SIP troubleshooting

Ownership mindset

On-call readiness

Scripting basics

Education

CompTIA Network+ certification

SIP School track (SSVVP/SSCA) or VoIP credentials

Tools

Wireshark

CDR analysis

Job description

Are you a Customer Support or Tech Support Engineer with hands-on VoIP support experience? Or, are you a Tech Support Pro who has built that depth through MSP, regional ISP, or UCaaS work? Can you isolate a network troubleshooting issue across a system you don't fully control and still drive it to resolution? Are you the kind of Support Engineer who takes ownership seriously and enjoys solving customer problems, even if they are outside your standard scope? If you're a Customer Support Engineer or Network Support Specialist who's known for turning confused customers into competent ones, this CSE role with real case ownership and room to grow could be a great fit.

This growing company is a leader in their space and delivers two main products to their customers: an AI-powered communication and workflow automation platform, alongside a unified communications (UCaaS) platform. The team is mid-transformation, moving support from a three-tier model to a flat, single-owner structure, which means more autonomy and case ownership for the people joining now. The AI voice agent, call flow tooling, and knowledge base are already built and in use, so this hire spends their energy solving problems, not standing up infrastructure from scratch. The culture here is ownership meets problem-solving, meaning no one says, "that's not our problem" or "that's not my job," they say, "I can't wait to help you figure this out."

What You Will Own

• Own each customer case from first contact to a confirmed fix
• Isolate root cause across the full stack, endpoint through carrier
• Configure and troubleshoot call flows, IVRs, ring groups, and voicemail
• Set up and tune an AI voice agent per account
• Document issues clearly and reproduce defects for engineering
• Drive resolution even on networks outside the company's direct control

What You'll Need

This role is a strong fit for MSP, regional ISP, or UCaaS support professionals with real hands-on networking experience.

• Diagnosed and resolved live networking issues (not just studied them)
• Handled LAN/WAN, DNS, DHCP, NAT, routing, and firewall configurations
• Worked with VoIP/SIP fundamentals and call flow troubleshooting
• Ownership-driven, sees issues through without handing them off
• Comfortable with a paid on-call rotation covering nights, weekends, and holidays
• CompTIA Network+ or equivalent networking certification
• SIP School track (SSVVP/SSCA) or similar VoIP credentials
• Wireshark or CDR analysis experience
• Light scripting knowledge

What You'll Get

• Competitive Comp Package: Base + Bonus/Variable
• Generous holidays and PTO
• A clear path to senior technical work as the team scales
• Backup from a team that pulls in experts, never leaves you stuck