Tier III Support Engineer (Voice & Telecom Services) in Washington

Energy Jobline ZR; Washington; Hybrid; USD 120,000 - 180,000; Full time

Job summary

Energy Jobline ZR is seeking a Tier III Support Engineer (Voice & Telecom) in Washington, DC for hybrid work with 3 days in office. You will provide advanced technical support for voice services, focusing on SIP signaling, STIR/SHAKEN, and RCD deployments.

This role requires escalation expertise and collaboration with partners to resolve complex issues. The position emphasizes analyzing live call failures, performing detailed tracing, and creating RCA reports while supporting on-call shifts and

Qualifications

• Bachelor's degree or equivalent industry experience.

Responsibilities

• Provide Tier III help desk and escalation support, including triage and resolution.
• Act as highest technical escalation point for complex voice and signaling issues.
• Support integration, testing, certification, and technical inquiries with customers and partners.
• Analyze live call failures and service degradations for root-cause resolution.
• Perform advanced SIP call flow analysis, traces, and packet captures.
• Troubleshoot STIR/SHAKEN deployments and RCD integrations.
• Utilize ICT and other telecom diagnostic tools to investigate call routing issues.
• Collaborate with engineering, operations, vendors, carriers, and customers to resolve issues.

Skills

Tier III support

VoIP support

SIP signaling

STIR/SHAKEN

RCD

telecom troubleshooting

root-cause analysis

customer-facing support

analytical skills

Education

Bachelor's degree or equivalent

Tools

Wireshark

ICT (Integrated Call Trace)

SIP tracing

Job description

Job Description

Tier III Support Engineer (Voice & Telecom Services)- Washington, DC

Hybrid-3 days in office

Position Summary

We are seeking a highly skilled Tier III Support Engineer to provide advanced technical support for voice and telecommunications services. The ideal candidate will possess deep expertise in SIP signaling, STIR/SHAKEN, Rich Call Data (RCD), ICT call tracing, and telecom troubleshooting. This role serves as the highest level of support escalation, focusing on troubleshooting complex call processing issues, conducting root-cause analysis, and supporting partner integrations and testing activities.

Key Responsibilities

• Provide hands-on Tier III help desk and escalation support, including issue triage, troubleshooting, root-cause analysis, and coordination through resolution.
• Serve as the highest technical escalation point for complex voice, signaling, and service-related issues.
• Support internal teams, customers, and partners with integration, testing, certification, and technical inquiries.
• Analyze and troubleshoot live call failures, service degradations, and interoperability issues.
• Perform advanced analysis of SIP call flows, SIP traces, packet captures, and signaling logs to identify and resolve service-impacting issues.
• Support and troubleshoot STIR/SHAKEN and Rich Call Data (RCD) deployments and integrations.
• Utilize ICT (Integrated Call Trace) and other telecom diagnostic tools to investigate call routing and service issues.
• Work with SIP, STIR/SHAKEN, SS7, Diameter, and related telecom signaling protocols.
• Partner with engineering, operations, vendors, carriers, and customers to resolve complex technical issues.
• Create detailed incident reports, root-cause analyses (RCA), knowledge base articles, and technical documentation.
• Participate in on-call support and critical incident response activities.
• Identify recurring issues and drive corrective actions and process improvements.

Required Qualifications

• Bachelor's degree or equivalent industry experience.
• 5+ years of experience in Tier III support, telecom operations, VoIP support, or carrier environments.
• Strong understanding of SIP protocol, SIP call flows, and VoIP troubleshooting.
• Hands-on experience supporting STIR/SHAKEN and call authentication technologies.
• Experience performing call trace analysis using ICT, Wireshark, or similar troubleshooting tools.
• Ability to read and analyze SIP traces and signaling captures to determine root cause of call failures.
• Knowledge of SS7, Diameter, and telecom signaling concepts.
• Experience supporting telecom service providers, carriers, or telecom software vendors.
• Strong analytical, communication, and customer-facing support skills.

Qualifications

• Experience supporting cloud-based voice or telecom platforms.
• Familiarity with Session Border Controllers (SBCs) and call routing platforms.
• Knowledge of robocall mitigation technologies and STIR/SHAKEN regulations.
• Experience with Linux and basic scripting (Python, Bash, or similar).
• Experience supporting carrier, OEM, or telecom ecosystem partners.