DEPARTMENT: Technical Support
LOCATION: Remote, in Colombia
REPORTS TO: Manager, Technical Support
POSITION SUMMARY:
Broadvoice is seeking a Technical Support Representative 2 with strong VoIP knowledge and SIP trunking troubleshooting experience to join our growing team. In this technical, customer-facing role, you’ll work directly with business clients via phone, chat, and email to resolve complex issues—particularly those related to call flow, SIP signaling, and voice service performance. If you’re passionate about problem-solving and want to make a meaningful impact in a fast-paced, customer-focused environment, we want to hear from you.
YOUR DAY-TO-DAY:
- Serve as a Broadvoice brand ambassador by embodying our core values and delivering exceptional customer support
- Research, diagnose, and resolve technical issues—particularly those involving SIP signaling, RTP, and call logs in VoIP/SIP trunking environments
- Troubleshoot call failures using logs and diagnostic tools; identify root causes for quality or connectivity issues in SIP environments
- Accurately document and track issues using our internal ticketing system
- Identify and escalate bugs or defects; document feature requests to help improve our product ecosystem
- Create and contribute to knowledge base documentation and support the enablement of peers with up-to-date technical info
- Communicate real-time insights with your team through collaboration tools like chat and internal channels
- Actively grow your technical knowledge with training, manuals, industry publications, and hands-on experience
- Take on additional duties and special projects as assigned
WHAT YOU BRING TO THE TEAM:
- Strong knowledge of VoIP technologies (SIP, RTP, NAT traversal) and experience in SIP trunking environments
- Demonstrated experience troubleshooting SIP signaling and interpreting call logs, preferably with platforms like Metaswitch
- Understanding of network fundamentals, router configurations, and basic IT concepts
- Strong English communication skills—written, verbal, and in live customer interactions
- Ability to manage time effectively and stay detail-oriented in a fast-paced support environment
- Previous experience in a Tier 2 or higher technical support role in a VoIP, telecom, or unified communications setting is preferred
WHY BROADVOICE:
We are a growing cloud communication company with a passionate team on a mission to inspire meaningful human connections. Our goal is to personalize the way we communicate so that no matter where work happens, our technology makes it brilliant for teams to connect with what matters most.
Broadvoice is an Equal Opportunity Employer. Reasonable accommodations may be made to enable individuals with disabilities to perform their job functions.
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What We Do
Broadvoice simplifies communications for small and medium businesses (SMBs) by combining powerful cloud PBX, UC and collaboration features with virtual call center in one award-winning Unified Communications as a Service (UCaaS) platform that delivers enterprise-class features at affordable rates. The platform is connected to Broadvoice’s secure, redundant network and hosting infrastructure, enabling SMBs to connect with customers securely anytime, anywhere and with any device. Broadvoice is ranked in the Deloitte Technology Fast 500 and Inc. 500 Fastest Growing Private Companies in America. Visit Broadvoice.com to learn more.
