3rd Line Support Engineer

C40 Cities; Johannesburg; Remote; USD 60,000 - 90,000; Full time

Job summary

A leading technology company is looking for a Senior Support Engineer to join their remote team. This role involves supporting Microsoft Teams and SD-WAN solutions, ensuring effective communication for enterprise clients while collaborating with cross-functional teams.

Benefits

Competitive salary

100% remote work environment

Benefits package

Qualifications

• Proven experience with Microsoft Teams Voice (Direct Routing, Calling Plans).
• Strong knowledge of SIP signaling and RTP flows.
• Expertise in SBC configurations (AudioCodes, Ribbon, Cisco CUBE).

Responsibilities

• Provide advanced support for Microsoft Teams Voice and SIP-based telephony.
• Troubleshoot and optimize SD-WAN systems for high availability.
• Conduct Root Cause Analysis (RCA) and implement preventative measures.

Skills

SIP signaling

VoIP troubleshooting

SD-WAN technologies

Contact Center technologies

Problem-solving

Analytical abilities

Communication skills

Collaborative mindset

Education

Bachelor’s or Master’s in Computer Science

Job description

Job Title: 3rd Line Support EngineerLocation: Remote (Preferred: South Africa)Department: Support and TechnicalReports To: CTOCompany: A Microsoft Teams-first UCaaS, CPaaS & CX Provider

Role Overview

My client is seeking a highly skilled and experienced Senior Support Engineer to join their global team. This fully remote role involves supporting, maintaining, and optimizing Microsoft Teams, SD-WAN, SIP-based telephony, and contact center solutions for enterprise clients.

You will play a critical role in ensuring seamless communication and customer engagement by troubleshooting complex telephony, network, and collaboration issues. The ideal candidate will have hands-on experience with Microsoft Teams Calling, SIP VoIP technologies, SD-WAN architectures, and contact center platforms.

Key Responsibilities

Provide advanced support for Microsoft Teams Voice (Direct Routing & Calling Plans), SIP-based telephony, and SD-WAN.

Act as an escalation point for complex issues involving:

SIP signaling

SBC configurations (AudioCodes, Ribbon, Cisco CUBE)

Contact Center platform-related problems

Analyze SIP logs, call traces, and QoS metrics to resolve issues (call quality, latency, jitter, packet loss).

Troubleshoot and optimize SD-WAN for high availability, secure routing, and performance.

Support Contact Center solutions including IVR, call routing, WFM, and CRM integrations.

Conduct Root Cause Analysis (RCA) and implement preventative measures.

Support design, implementation, and maintenance of Microsoft Teams, SIP, and SD-WAN systems.

Configure and manage SBCs, SIP trunking, and Teams telephony integrations.

Maintain Microsoft Teams Contact Center integrations, ensuring efficient call flow and agent handling.

Optimize IVR flows and omnichannel routing, integrating with tools like Salesforce and Zendesk.

Monitor system health and ensure compliance with security standards and best practices.

Collaborate with clients, internal IT teams, and third-party vendors to resolve technical issues.

Provide expert advice and best practices to clients using Microsoft Teams, SD-WAN, and Contact Center tools.

Create and maintain technical documentation, SOPs, and troubleshooting guides.

Participate in client meetings and technical reviews to drive continuous improvement.

Required Qualifications & Skills

Proven experience with Microsoft Teams Voice (Direct Routing, Calling Plans).

Deep understanding of SIP signaling, RTP flows, and VoIP troubleshooting.

Strong hands-on experience with SBCs such as AudioCodes, Ribbon, or Cisco CUBE.

Expertise in SD-WAN technologies and configurations.

Knowledge of VoIP security, firewalls, VPNs, and QoS.

Proficiency with contact center technologies, including:

IVR systems

Call routing strategies (Skills-based, Least Idle, etc.)

Workforce Management & Reporting tools

Excellent problem-solving and analytical abilities.

Strong communication skills, with the ability to work with both technical and non-technical stakeholders.

Collaborative mindset and experience working with cross-functional teams.

Self-starter with the ability to manage tasks in a fast-paced remote environment.

Education & Certifications

Bachelor’s or Master’s in Computer Science, IT, or related field.

Relevant certifications are a strong advantage:

Microsoft Teams Administrator Associate (MS-700)

Fortinet NSE

AudioCodes SBC

Why Join My Client?

Work with cutting-edge Microsoft Teams Phone, global cloud calling, and Contact Center technologies.

Join a dynamic global team delivering innovative, secure, and scalable remote work solutions.

Enjoy a competitive salary, benefits, and a 100% remote work environment.

About the job

Contract Type: Permanent

Focus: Support

Workplace Type: Remote

Experience Level: Mid Management

Location: Johannesburg

Contract Type: Permanent

Specialism: Technology & Digital

Focus: Support

Industry: IT

Salary: Negotiable

Workplace Type: Remote

Experience Level: Mid Management

Location: Johannesburg

FULL_TIME

Job Reference: 9267BC-5CF5C7F8

Date posted: 25 June 2025

Consultant: Eloise Ladouceur

johannesburg technology-and-digital/support 2025-06-25 2025-08-24 it Johannesburg Gauteng ZA ZA Robert Walters https://www.robertwaltersafrica.com https://www.robertwaltersafrica.com/content/dam/robert-walters/global/images/logos/web-logos/square-logo.png true