Technical Support Specialist

Lateam Partners; United States; Remote; USD 16,000 - 18,000; Full time

Benefits offered by this job

Fully remote position

Monthly salary USD 1,400–1,600

Full-time schedule Mon-Fri

10 days PTO

U.S. holidays

Initial training and onboarding

Job summary

Lateam Partners is seeking a Technical Support Specialist with hands-on VoIP troubleshooting, SIP signaling, and network diagnostics for a fully remote, US-based role. The position requires 1+ year of relevant experience and fluent English; schedule is Mon–Fri 9:00 AM – 5:00 PM EST, full-time.

You will analyze SIP call flows, use Wireshark or tcpdump, and diagnose TCP/IP, DNS, NAT, firewall, and QoS issues.

Qualifications

• At least 1 year in technical support or troubleshooting within VoIP or SIP environments.
• Working knowledge of SIP signaling and call flows.
• Hands-on experience with packet capture tools such as Wireshark or tcpdump.
• Solid networking fundamentals (TCP/IP, DNS, NAT, firewalls, routing).
• Excellent written and verbal communication skills in English.

Responsibilities

• Troubleshoot escalated VoIP issues, including failed or dropped calls, audio quality problems, latency, jitter, and packet loss.
• Analyze SIP signaling, call flows, and SIP ladder diagrams to identify communication failures.
• Use Wireshark, tcpdump, or similar tools to investigate network traffic and packet captures.
• Diagnose networking issues involving TCP/IP, DNS, NAT, firewalls, routing, and QoS.
• Review call logs, traces, and monitoring data to identify root causes.
• Coordinate technical escalations with engineering teams, carriers, and vendors.
• Communicate troubleshooting findings and next steps to technical and non-technical stakeholders.
• Maintain accurate support documentation and contribute to internal knowledge resources.

Skills

VoIP troubleshooting

SIP signaling

Networking fundamentals

Analytical thinking

Communication skills

English fluency

Tools

Wireshark

tcpdump

Job description

Technical Support Specialist – VoIP & Telecommunications

Location: Remote

Employment Type: Full-Time

Schedule: Monday – Friday | 9:00 AM – 5:00 PM EST

English Level: Fluent English (C1 or above)

Experience: 1+ year of relevant experience

About the Company

We are hiring for a U.S.-based cloud communications provider specializing in VoIP phone systems, unified communications, contact center solutions, and AI-powered voice technologies. The company supports businesses across industries such as healthcare, legal, hospitality, and financial services.

About the Role

We are looking for a Technical Support Specialist with hands-on experience in VoIP troubleshooting, SIP signaling, and network diagnostics.

The ideal candidate is analytical, detail-oriented, and comfortable investigating complex voice-service issues, identifying root causes, and communicating technical findings clearly to both customers and internal teams.

Key Responsibilities

• Troubleshoot escalated VoIP issues, including failed or dropped calls, audio quality problems, latency, jitter, and packet loss.


• Analyze SIP signaling, call flows, and SIP ladder diagrams to identify communication failures.


• Use Wireshark, tcpdump, or similar tools to investigate network traffic and packet captures.


• Diagnose networking issues involving TCP/IP, DNS, NAT, firewalls, routing, and QoS.


• Review call logs, traces, and monitoring data to identify root causes.


• Coordinate technical escalations with engineering teams, carriers, and vendors.


• Communicate troubleshooting findings and next steps to technical and non-technical stakeholders.


• Maintain accurate support documentation and contribute to internal knowledge resources.

Requirements

• At least 1 year of experience in technical support or troubleshooting within VoIP, telecommunications, unified communications, contact center, or SIP environments.


• Working knowledge of SIP signaling and call flows.


• Hands-on experience using packet-capture tools such as Wireshark or tcpdump.


• Solid understanding of networking fundamentals, including TCP/IP, DNS, NAT, firewalls, and routing.


• Strong analytical and problem-solving skills.


• Ability to troubleshoot technical issues independently using a structured, evidence-based approach.


• Excellent written and verbal communication skills.


• Fluent English, both written and spoken.


• No university degree required.

What We Offer

• Fully remote position.


• Monthly compensation of USD 1,400 – 1,600.


• Full-time schedule, Monday through Friday.


• 10 days of paid time off (PTO).


• U.S. holidays.


• Initial training and onboarding.

Hiring Process

The selection process includes 1–2 interviews and a technical skills assessment.