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.