Senior Engineer

Ooma; Sunnyvale (CA); On-site; USD 104,500 - 135,000; Full time

Benefits offered by this job

Comprehensive Medical/Dental/Vision insurance

401(k) with employer match

Employee Stock Purchase Plan (ESPP)

Paid Time Off

Employee Assistance Program

Job summary

Ooma is looking for a Senior Level 4 Support Engineer to solve complex customer challenges and improve product quality. This role involves end-to-end issue ownership, hands-on testing, and collaboration with product development teams.

The ideal candidate will have over 8 years of experience in VoIP and alarm systems, with strong troubleshooting and diagnostic skills, and will enjoy comprehensive benefits including medical insurance and a 401(k) plan.

Qualifications

• 8+ years of experience with VoIP, modems, and alarm systems.
• Strong expertise in VoIP protocols and diagnostics like SIP traces.
• Experience with alarm signaling formats.
• Ability to adapt to evolving priorities.

Responsibilities

• Debug and resolve complex field issues.
• Perform troubleshooting across various workflows.
• Partner with engineering teams for product improvements.
• Provide feedback to enhance product quality.

Skills

VoIP expertise

Advanced diagnostics

Troubleshooting skills

Scripting or automation knowledge

Job description

Here at Ooma we empower people to connect in smarter ways. We do this by creating powerful communication experiences through our cloud‑based platform to bring people together at work and at home. Our solutions help small business owners stay connected with their customers and manage their businesses from anywhere. For larger companies we provide customized unified communications solutions to meet their unique needs. At home, we help our customers connect with their loved ones by providing the #1 rated VoIP phone service available. We also provide them with peace of mind through our innovative smart home security solution. At Ooma, all our products and services are priced competitively, because we believe advanced technology should be accessible to all.

About the Role

The Senior Level 4 Support Engineer at Ooma partners closely with software development, product management, and engineering teams to solve complex customer challenges and improve product quality. This role goes beyond traditional support—owning issues end‑to‑end, contributing to product validation efforts, and helping shape future features through hands‑on testing and feedback.

Responsibilities

• Debug and resolve complex field issues, driving them through timely resolution.
• Perform hands‑on, day‑to‑day troubleshooting across voice, fax, fire alarm signaling, and remote programming workflows in production environments.
• Partner with engineering teams to identify product deficiencies and develop effective solutions.
• Provide clear, actionable feedback to improve product quality and reliability.
• Review and validate test setups to ensure alignment with customer environments and real‑world use cases.
• Execute testing, system integration, and Level 4 support for escalated customer issues.
• Collaborate cross‑functional to support the development of new features and bug fixes.
• Analyze system behavior and test results to ensure solutions meet customer and field requirements.
• Leverage AI tools to improve support productivity, streamline workflows, and reduce resolution times.

Qualifications

• 8+ years of experience working with VoIP, modems, alarm systems, and related technologies.
• Strong expertise in VoIP protocols and advanced diagnostics, including SIP traces, PCAP analysis, and signaling logs.
• Hands‑on experience with alarm signaling formats such as SIA8, SIA 20, Contact ID, SK 4/2, BFSK 14, and BFSK 23.
• Familiarity with Modem over IP technologies, including Voice Band Data and Modem Relay.
• Proven background in system integration across voice systems, modem technologies, and fire alarm platforms.
• Experience using scripting or automation to streamline workflows and repetitive tasks.
• Ability to navigate evolving priorities and adapt to changing customer and technical needs.
• Clear communicator with strong collaboration, organization, and problem‑solving skills.

Benefits

• Comprehensive Medical/Dental/Vision insurance for you and eligible dependents
  • HMO, PPO’s or a PPO with a HDHP (including HSA, which Ooma helps fund)
• Employer Paid Income Protection Benefits (Basic Life and AD&D, Short- and Long‑term disability)
• FSA Healthcare & Dependent Care
• Voluntary Accident, Critical Illness, Hospital Indemnity and Legal
• 401(k), including employer match, and Roth
• Employee Stock Purchase Plan (ESPP)
• Paid Time off, Sick Time, as well as corporate holidays observed
• Employee Assistance Program
• Life Balance benefits with Travel Assistance Services and Identity Theft
• Additional Benefits include a Discount Program, Credit Union, Medicare Assistance, etc

Compensation

The base salary range for candidates within the San Francisco Bay Area is $104,500 - $135,000 USD. Actual base pay will depend on a variety of factors such as education, skills, experience, specific location, etc. Regular employees may also be eligible for bonus(es), sales incentive(s) (target included in OTE) and/or stock in the form of Restricted Stock Units (RSUs).

Equal Employment Opportunity Statement

Ooma is an equal‑opportunity employer committed to recruiting, employing, retaining, promoting, and otherwise treating all employees on the basis of merit, qualifications, and competence. We do not discriminate on the basis of any trait or characteristic protected by applicable federal, state, or local laws.