Remote VoIP Support Engineer - End-to-End Troubleshooting

Simplicity VoIP; Denver (CO); On-site; USD 50,000 - 65,000; Full time

Benefits offered by this job

Health insurance

Paid time off & 13 holidays

Retirement plan

Cell phone allowance

401(k)

401(k) matching

Dental

Vision

Job summary

Simplicity VoIP is seeking a Support Engineer to handle VoIP support and repair across Client Services. You will work on tickets end to end, troubleshoot complex voice issues, coordinate field dispatch, and assist provisioning while improving the support experience for customers and teammates.

Remote role with base salary between $50,000 and $65,000 per year, depending on experience. Benefits include health insurance, PTO and holidays, retirement plan, cell phone allowance, 401(k) with matching,

Qualifications

• Strong telecommunications and VoIP knowledge with hands-on troubleshooting experience.
• Customer service background with ability to explain technical issues clearly.
• Excellent organization, prioritization and follow-through across multiple tickets.
• Clear written documentation habits and attention to ticket details.
• Proactive, positive working style with good judgment to escalate when needed.
• Willingness to learn new platforms, tools and processes quickly.
• Experience with NetSapiens is a plus.
• Experience analyzing SIP traces, working with VLANs, call routing, hosted PBX platforms is a plus.
• Experience with ancillary solutions like Vfax, POTS replacement, or texting is a plus.
• Familiarity with ticketing and billing platforms, technician dispatch, or telecom provisioning is a plus.
• Experience creating knowledge-base content, training customers or teammates, or supporting feature testing is a plus.

Responsibilities

• Own support tickets end to end, provide regular updates, and drive toward first-contact resolution and faster closure.
• Troubleshoot complex Level 1-3 issues involving phone firmware, translations and dial plans, call routing, SIP traces, VLANs, and hosted voice problems.
• Manage service changes by completing moves, adds, changes, disconnects, and route additions to provisioning for billing updates.
• Coordinate resources by dispatching technicians for onsite repairs, collaborate on escalations, and participate in on-call coverage.
• Help improve product and processes by identifying bugs, supporting feature development and testing, and speeding up ticket workflows.
• Share knowledge by providing basic training and contributing to knowledge-base content, while supporting provisioning team.

Skills

Telecom knowledge

Customer service

Organization

Documentation

Proactive work style

Tech curiosity

Simplicity VoIP familiarity

SIP traces & call routing

Networking basics (VLANs)

Hosted PBX platforms

Vfax & texting solutions

Ticketing/billing platforms

Knowledge-base content creation

Tools

NetSapiens

Phone firmware

Job description

Simplicity VoIP is seeking a Support Engineer to handle VoIP support and repair across Client Services. You will work on tickets end to end, troubleshoot complex voice issues, coordinate field dispatch, and assist provisioning while improving the support experience for customers and teammates.

Remote role with base salary between $50,000 and $65,000 per year, depending on experience. Benefits include health insurance, PTO and holidays, retirement plan, cell phone allowance, 401(k) with matching,