VOIP Technical Support Engineer

About Huzzle

At Huzzle, we connect high-performing B2B sales professionals with global companies across the UK, US, Canada, Europe, and Australia. Our clients include startups, digital agencies, and tech platforms in industries like SaaS, MarTech, FinTech, and EdTech. We match top sales talent to full-time remote roles where they’re hired directly into client teams and provided ongoing support by Huzzle.

Role Type: Full-time

Engagement: Independent Contractor

About the Company

Our client is an innovative telecom solutions provider dedicated to helping SMBs eliminate the stress and cost of internet, phone, and network outages. Through proactive monitoring, smart technology, and industry-leading customer support, they guarantee 100% uptime - empowering businesses to stay connected and thrive without disruptions.

With a strong focus on reliability, autonomy, and deep technical expertise, they’re redefining how small and medium-sized businesses experience telecom and networking services.

Key Responsibilities

• Troubleshoot VoIP-related issues including call quality, dropped calls, SIP registration, codec mismatches, and NAT traversal.
• Provide real-time and asynchronous support to SMB customers via email, chat, and ticketing platforms.
• Diagnose and resolve issues related to firewalls, routers, switches, and broadband connectivity affecting VoIP services.
• Analyse and interpret SIP logs, packet captures, and diagnostic tools (e.g., Wireshark) to resolve client issues.
• Assist with provisioning, configuration, and deployment of VoIP handsets and softphones.
• Collaborate with internal product and engineering teams to document bugs, suggest improvements, and help refine deployment processes.
• Maintain a knowledge base of recurring issues and technical solutions.
• Contribute to process documentation and SOPs to ensure efficient support delivery.

Requirements

• 2+ years of experience in a technical support role focusing on VoIP or Unified Communications.
• Solid understanding of SIP protocol, NAT, RTP, and VoIP QoS.
• Proficient with networking fundamentals including DNS, DHCP, TCP/IP, firewalls, and VPNs.
• Experience with hosted PBX platforms, SIP trunking, and configuring IP phones.
• Strong diagnostic skills using tools like Wireshark, sngrep, or equivalent.
• Excellent communication skills and fluent English, both written and spoken.
• Self-motivated, autonomous, and able to thrive in a fully remote environment.
• Familiarity with ticketing systems such as Zendesk, Freshdesk, or similar is a plus.

Benefits

💰 Competitive salary: Based on experience and skillset

🌎 Fully remote: Work from anywhere with international teams

⚙️ Tech-forward company: Work with modern tools and infrastructure supporting 100% uptime

🚀 High-impact role: Your expertise directly contributes to business continuity for SMB clients

📚 Ongoing learning: Exposure to the latest in VoIP, networking, and telecom technology

🎯 Work with purpose: Join a team obsessed with reliability, customer success, and innovation