Technical Support Specialist – VoIP & AI Integration

Department: Technical Support / IT
Experience Level: Entry level to Senior

We are looking for a Technical Support Specialist with strong VoIP experience and an interest in AI integration to join our fully remote team.

The ideal candidate has hands-on experience troubleshooting VoIP and communications systems and is comfortable working with SIP, PBX platforms, networks, APIs, and cloud-based tools. You will also have the opportunity to work with AI-powered voice, automation, and customer support technologies.

Key Responsibilities
Provide technical support for VoIP, SIP, PBX, softphone, and cloud communication systems.
Troubleshoot call quality, connectivity, registration, routing, and audio issues.
Diagnose network issues involving DNS, TCP/IP, VPNs, firewalls, NAT, and QoS.
Configure VoIP accounts, extensions, SIP trunks, call routing, IVR, and related services.
Troubleshoot integrations between VoIP platforms, CRMs, helpdesk systems, APIs, and other applications.
Assist with AI voice agents, chatbots, transcription, automation, and AI-powered customer support solutions.
Work with APIs, webhooks, and third-party integrations.
Monitor system performance and investigate recurring technical issues.
Document troubleshooting procedures, solutions, and system configurations.
Work closely with engineering and operations teams to resolve complex technical issues.
Identify opportunities to use AI and automation to improve technical support workflows.
Required Qualifications
2+ years of experience in technical support, IT support, VoIP support, or a related technical role.
Hands-on experience with VoIP and SIP technologies.
Knowledge of PBX systems, SIP trunks, IVR, call routing, extensions, and softphones.
Strong understanding of networking fundamentals, including DNS, TCP/IP, VPNs, firewalls, NAT, and QoS.
Experience troubleshooting technical issues remotely.
Familiarity with APIs, webhooks, and third-party integrations.
Excellent written and verbal communication skills.
Strong analytical and problem-solving abilities.
Ability to work independently and effectively in a fully remote environment.

Preferred Qualifications
Experience with AI voice agents or conversational AI.
Experience integrating VoIP with CRMs, helpdesk platforms, or other business systems.
Familiarity with REST APIs, JSON, and basic scripting.
Experience with platforms such as Twilio, RingCentral, 8x8, Zoom Phone, or similar VoIP systems.
Knowledge of speech-to-text, text-to-speech, call transcription, and AI automation.
Basic Linux, cloud infrastructure, or DevOps experience.
Experience using AI tools to improve troubleshooting, documentation, and support processes.

Ideal Candidate

You are a hands-on problem solver who enjoys figuring out why something isn't working and finding a practical solution. You understand VoIP technology and are excited about how AI can transform voice communications and technical support.

You are comfortable communicating with customers remotely, managing multiple support requests, documenting your work, and learning new technologies quickly.

Please submit your resume along with a brief description of your experience with VoIP, technical support, and AI integrations.