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VoIP Operations Specialist Tier 2
$60,000 - 65,000
Audian, Inc.
120th Avenue NE 11232, Kirkland
$60,000 - 65,000
Requirements
Must:
- Strong familiarity with SIP-based VoIP systems
- Hands-on experience with SIP call flows and ladder diagrams
- Proficiency in packet capture analysis (PCAPs)
- Advanced troubleshooting skills in VoIP technologies
- Solid grasp of call flows and routing logic
- Knowledge of SMS and messaging services
- Understanding of CNAM, caller ID, and number provisioning
- Ability to identify and resolve network issues affecting voice quality
- Experience managing long-term tickets and customer projects
- Strong written and verbal communication abilities
- (Preferred) Prior experience in a VoIP provider, telecom company, or MSP
- (Preferred) Familiarity with hosted PBX platforms or SBCs
- (Preferred) Knowledge of E911, STIR/SHAKEN, or carrier interconnect concepts
- (Preferred) Experience with packet analysis tools such as Wireshark
Responsibilities
- Manage escalated support tickets and calls from Tier 1
- Address overflow support inquiries to maintain service quality
- Take ownership of complex customer issues from start to finish, including prolonged tickets
- Provide insights and feedback to Tier 1 staff to minimize repeat escalations
- Diagnose and resolve sophisticated VoIP problems, including call failures, drops, and routing discrepancies
- Troubleshoot one-way audio and codec-related issues
- Analyze SIP signaling using ladder diagrams and packet captures
- Interpret SIP response codes and call flows to pinpoint root causes
- Investigate call quality issues such as jitter, latency, and packet loss
- Advise clients on QoS and best network practices impacting voice quality
- Design and implement advanced call flows, including IVRs and routing logic
- Validate customer PBX configurations to ensure optimal performance
- Assist with SMS-related configurations and issues
- Support advanced number provisioning and escalation matters
- Manage tickets with upstream carriers and vendors, offering clear communication of findings
- Document troubleshooting processes and resolutions in ticketing systems
- Create and update internal knowledge base articles to support continuous improvement
Description
At Audian, we are a VoIP communications, IT, and Managed Networking provider dedicated to delivering reliable solutions to businesses in the Puget Sound area and beyond. We pride ourselves on our strong customer support and technical expertise, fostering a culture of ownership and clear communication within our team. As a fully remote position open to U.S.-based candidates, we also offer an in-office option in Kirkland, WA. We provide competitive compensation, a comprehensive benefits package, and opportunities for professional growth in a collaborative environment.
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The US is one of the best countries to work as a Network Engineer. It has a vibrant startup community, growing tech hubs and, most important: lots of interesting jobs for people who work in tech.
Which companies are hiring for Network Engineer jobs in the United States?
Jump, D3 Security Management Systems, LawDepot, Ironclad TEK Inc., Kane Partners LLC, Philips, 4Front Solutions among others, are currently hiring for Network roles in the United States.
The company with most openings is SimVentions, Inc - Glassdoor ✪ 4.6 as they are hiring for 17 different Network Engineer jobs in the United States. They are probably quite committed to find good Network Engineers.
The company with most openings is SimVentions, Inc - Glassdoor ✪ 4.6 as they are hiring for 17 different Network Engineer jobs in the United States. They are probably quite committed to find good Network Engineers.