VoIP Support Engineer

Job Description

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

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.
• 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