Tier III Support Engineer (Voice & Telecom Services)
NextGen GTA A Kelly Telecom Company · Washington, District of Columbia, United States
FULL TIMEpermanent
Job Description
Tier III Support Engineer (Voice & Telecom Services)- Washington, DCHybrid-3 days in office
Candidates should take the time to read all the elements of this job advert carefully Please make your application promptly.
Position SummaryWe are seeking a highly skilled Tier III Support Engineer to provide advanced technical support for voice and telecommunications services. The ideal candidate will possess deep expertise in SIP signaling, STIR/SHAKEN, Rich Call Data (RCD), ICT call tracing, and telecom troubleshooting. This role serves as the highest level of support escalation, focusing on troubleshooting complex call processing issues, conducting root-cause analysis, and supporting partner integrations and testing activities.
Key ResponsibilitiesProvide hands-on Tier III help desk and escalation support, including issue triage, troubleshooting, root-cause analysis, and coordination through resolution.Serve as the highest technical escalation point for complex voice, signaling, and service-related issues.Support internal teams, customers, and partners with integration, testing, certification, and technical inquiries.Analyze and troubleshoot live call failures, service degradations, and interoperability issues.Perform advanced analysis of SIP call flows, SIP traces, packet captures, and signaling logs to identify and resolve service-impacting issues.Support and troubleshoot STIR/SHAKEN and Rich Call Data (RCD) deployments and integrations.Utilize ICT (Integrated Call Trace) and other telecom diagnostic tools to investigate call routing and service issues.Work with SIP, STIR/SHAKEN, SS7, Diameter, and related telecom signaling protocols.Partner with engineering, operations, vendors, carriers, and customers to resolve complex technical issues.Create detailed incident reports, root-cause analyses (RCA), knowledge base articles, and technical documentation.Participate in on-call support and critical incident response activities.Identify recurring issues and drive corrective actions and process improvements.
Required QualificationsBachelor's degree or equivalent industry experience.5+ years of experience in Tier III support, telecom operations, VoIP support, or carrier environments.Strong understanding of SIP protocol, SIP call flows, and VoIP troubleshooting.Hands-on experience supporting STIR/SHAKEN and call authentication technologies.Experience performing call trace analysis using ICT, Wireshark, or similar troubleshooting tools.Ability to read and analyze SIP traces and signaling captures to determine root cause of call failures.Knowledge of SS7, Diameter, and telecom signaling concepts.Experience supporting telecom service providers, carriers, or telecom software vendors.Strong analytical, communication, and customer-facing support skills.
Preferred QualificationsExperience supporting cloud-based voice or telecom platforms.Familiarity with Session Border Controllers (SBCs) and call routing platforms.Knowledge of robocall mitigation technologies and STIR/SHAKEN regulations.Experience with Linux and basic scripting (Python, Bash, or similar). xzbcwsv Experience supporting carrier, OEM, or telecom ecosystem partners.
Candidates should take the time to read all the elements of this job advert carefully Please make your application promptly.
Position SummaryWe are seeking a highly skilled Tier III Support Engineer to provide advanced technical support for voice and telecommunications services. The ideal candidate will possess deep expertise in SIP signaling, STIR/SHAKEN, Rich Call Data (RCD), ICT call tracing, and telecom troubleshooting. This role serves as the highest level of support escalation, focusing on troubleshooting complex call processing issues, conducting root-cause analysis, and supporting partner integrations and testing activities.
Key ResponsibilitiesProvide hands-on Tier III help desk and escalation support, including issue triage, troubleshooting, root-cause analysis, and coordination through resolution.Serve as the highest technical escalation point for complex voice, signaling, and service-related issues.Support internal teams, customers, and partners with integration, testing, certification, and technical inquiries.Analyze and troubleshoot live call failures, service degradations, and interoperability issues.Perform advanced analysis of SIP call flows, SIP traces, packet captures, and signaling logs to identify and resolve service-impacting issues.Support and troubleshoot STIR/SHAKEN and Rich Call Data (RCD) deployments and integrations.Utilize ICT (Integrated Call Trace) and other telecom diagnostic tools to investigate call routing and service issues.Work with SIP, STIR/SHAKEN, SS7, Diameter, and related telecom signaling protocols.Partner with engineering, operations, vendors, carriers, and customers to resolve complex technical issues.Create detailed incident reports, root-cause analyses (RCA), knowledge base articles, and technical documentation.Participate in on-call support and critical incident response activities.Identify recurring issues and drive corrective actions and process improvements.
Required QualificationsBachelor's degree or equivalent industry experience.5+ years of experience in Tier III support, telecom operations, VoIP support, or carrier environments.Strong understanding of SIP protocol, SIP call flows, and VoIP troubleshooting.Hands-on experience supporting STIR/SHAKEN and call authentication technologies.Experience performing call trace analysis using ICT, Wireshark, or similar troubleshooting tools.Ability to read and analyze SIP traces and signaling captures to determine root cause of call failures.Knowledge of SS7, Diameter, and telecom signaling concepts.Experience supporting telecom service providers, carriers, or telecom software vendors.Strong analytical, communication, and customer-facing support skills.
Preferred QualificationsExperience supporting cloud-based voice or telecom platforms.Familiarity with Session Border Controllers (SBCs) and call routing platforms.Knowledge of robocall mitigation technologies and STIR/SHAKEN regulations.Experience with Linux and basic scripting (Python, Bash, or similar). xzbcwsv Experience supporting carrier, OEM, or telecom ecosystem partners.
Details
| Company | NextGen GTA A Kelly Telecom Company |
| Location | Washington, District of Columbia, United States |
| Type | FULL TIME |
| Niche | general |
| Experience | permanent |