Support & Repair Engineer
Solve the problem. Explain the fix. Leave the customer confident.
Department
Client Services
Role
Support Engineer
Focus
VoIP support & repair
Base salary
$50,000-$65,000 DOE
Turn tricky tickets into clear solutions
At Simplicity VoIP, our support engineers are the people customers count on when something isn't working as expected. We're looking for a hands-on problem solver who can own a ticket, explain the solution clearly, and keep the customer informed from start to finish.
You'll work across customer service, VoIP troubleshooting, billing, field dispatch, and provisioning. If you like solving technical puzzles and making the next support experience even smoother, you'll fit right in.
What you'll own
- Own support tickets end to end. Work the Client Services repair queue, provide meaningful daily updates, keep notes complete, and work toward first-contact resolution and faster close times.
- Troubleshoot the tough stuff. Resolve Level 1-3 issues involving phone firmware, translations and dial plans, call routes, SIP traces, VLANs, service suspensions, and other hosted voice problems.
- Handle service changes cleanly. Complete moves, adds, changes, and disconnects; route revenue-generating adds to provisioning so that billing is updated when services are added or removed.
- Coordinate the right resources. Dispatch technicians when an onsite repair is needed, collaborate on escalations, and participate in the rotating on-call coverage.
- Improve the product and the process. Identify bugs, support feature development and testing, and help make the ticket workflow faster, clearer, and easier for customers and the team.
- Share what you know. Provide basic training, contribute to customer and sales knowledge-base content, and back up the provisioning team when needed.
What you bring
- Solid telecommunications and VoIP knowledge with hands-on troubleshooting experience.
- A strong customer-service background and the patience to explain technical issues clearly.
- Excellent organization, prioritization, and follow-through across several tickets and systems at once.
- Clear written documentation habits and close attention to ticket details.
- A positive, proactive working style and the judgment to ask for help or escalate when needed.
- Technical curiosity and the ability to learn new platforms, tools, and processes quickly.
Bonus points
- Experience with NetSapiens.
- Experience with SIP trace analysis, VLANs, call routing, phone firmware, or hosted PBX platforms.
- Experience with ancillary solutions Vfax, POTS replacement, or texting.
- Familiarity with ticketing and billing platforms, technician dispatch, or telecom provisioning.
- Experience writing knowledge-base content, training customers or teammates, or supporting feature testing.
Pay and perks
Base salary: $50,000-$65,000 per year, depending on experience (DOE).
The final offer will reflect relevant experience, technical depth, and internal equity. This role participates in the rotating on-call coverage.
- Health insurance
- Paid time off plus 13 paid holidays
- Retirement plan
- Cell phone allowance
Love a good technical puzzle and a happy customer? We'd love to hear from you.
Simplicity VoIP is proud to be an equal opportunity employer.
Pay: $50,000.00 - $65,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Application Question(s):
- Do you have experience on the Netsapiens platform?
- Have you worked for a Hosted Voip Service provider over 2 years?
Work Location: Remote
