VoIP Support Engineer - NetSapiens

Key Responsibilities

• Provide technical support for the NetSapiens UCaaS platform and production environments.
• Configure and manage subscribers, domains, SIP trunks, dial plans, routing, extensions, auto attendants, ring groups, hunt groups, call queues, voicemail, caller ID, call recording, and mobile applications.
• Troubleshoot VoIP issues including SIP/RTP, registration failures, one-way/no audio, call routing, DTMF, codec negotiation, QoS/MOS, and call recording.
• Analyze SIP traces and packet captures using Wireshark and tcpdump to identify and resolve production issues.
• Perform platform health checks, maintenance, upgrades, and post-upgrade validation.
• Resolve customer incidents through ticketing systems (Zendesk or similar) while meeting SLA commitments.
• Coordinate with NetSapiens Support, SIP carriers, and hardware vendors for issue resolution and escalations.
• Provision and troubleshoot IP phones (Yealink, Cisco, Poly, Grandstream) and manage device provisioning.
• Monitor server health, system performance, disk usage, recording storage, and VoIP services.
• Document troubleshooting procedures, root cause analysis (RCA), and knowledge base articles.

Required Technical Skills

• NetSapiens: 2–3+ years of hands-on administration, subscriber/domain management, device provisioning, dial plans, routing, call queues, voicemail, call recording, and feature configuration.
• VoIP: SIP, RTP, SDP, SIP Trunking, NAT, SBC concepts, codec negotiation, QoS/MOS analysis.
• Linux: Ubuntu/CentOS/RHEL, SSH, systemctl, journalctl, Bash scripting, log analysis.
• Networking: TCP/IP, UDP, DNS, DHCP, VLAN, VPN, NAT, Firewalls, Routing.
• Tools: Wireshark, tcpdump, VoIPmonitor, Git, Zabbix/Grafana/Prometheus/Nagios.
• Databases: Basic MySQL/MariaDB troubleshooting and query execution.