Tier 3 Platform Support Engineer - Hybrid/Remote

Viirtue, Inc.; United States; Hybrid; USD 120,000 - 170,000; Full time

Job summary

Viirtue, Inc. is seeking a Tier 3 Platform Support Engineer in the United States, with strong API, scripting, and VoIP troubleshooting skills. This hybrid role is based near St. Petersburg, FL, with remote options for the right candidate.

You will own the most complex issues, develop API tooling, and collaborate with Engineering, carriers, and partners to drive fast resolutions and permanent fixes.

Qualifications

• 5+ years experience in technical support, networking, or platform operations with API & scripting.
• Strong API experience; comfortable reading docs, authenticating, testing endpoints, and troubleshooting.
• Scripting in Python and/or Bash; ability to query APIs, parse data, automate tasks, and bulk changes.
• REST APIs knowledge: HTTP methods, status codes, headers, pagination, auth methods.
• Experience with JSON/XML data and testing APIs using Postman and cURL.
• Linux environment proficiency: Bash, SSH, logs, and common CLI tools.
• VoIP/SIP troubleshooting experience, including call flow and SIP signaling.
• Packet capture tools like Wireshark or tcpdump; basic networking fundamentals.
• Familiarity with NetSapiens is a plus; Git/SQL skills are beneficial.

Responsibilities

• Own and resolve escalated Tier 3 issues with end-to-end ownership and SLA adherence.
• Write practical scripts and API tooling to resolve issues at scale.
• Investigate issues using platform and partner APIs; validate data and troubleshoot integrations.
• Perform deep technical analysis including logs, API traces, SIP review, and PCAP analysis.
• Identify patterns and drive permanent fixes with Engineering.
• Coordinate with carriers, vendors, and integration partners to resolve routing and service issues.
• Prepare thorough escalations for Engineering with clear problem statements and data.
• Contribute to platform projects, testing, and implementation of new features.
• Participate in stand-ups, CAB meetings, and cross-team technical reviews.
• Mentor Tier 2 engineers and document findings, scripts, and SOP improvements.
• Provide Tier 2 escalation support as needed while focusing on Tier 3 work and on-call rotations.

Skills

APIs

Python

Bash

Linux

REST APIs

Troubleshooting

VoIP

SIP

Packet capture

Git

SQL

NetSapiens

Postman

cURL

Wireshark

Tools

Postman

cURL

Wireshark

tcpdump

Job description

Viirtue, Inc. is seeking a Tier 3 Platform Support Engineer in the United States, with strong API, scripting, and VoIP troubleshooting skills. This hybrid role is based near St. Petersburg, FL, with remote options for the right candidate.

You will own the most complex issues, develop API tooling, and collaborate with Engineering, carriers, and partners to drive fast resolutions and permanent fixes.