Vivant is on a mission to eliminate business downtime. We guarantee 100% uptime for SMBs, and we're looking for a Level 1-2 Support Engineers to help us deliver on that promise.

Essential Criteria Not Desktop Support: If your background is primarily hardware repair or general IT helpdesk, please do not apply

VoIP Expert: You must have hands-on experience with SIP trunks, PBX systems, and network routing

English Only: Supporting U.S. customers; English fluency is required. Resumes must be in English Requirements Your day to day life as a Support Engineer: Answer incoming client calls related to VoIP, internet, or WIFI issues

Work tickets involving call quality, dropped calls, network drops, or routing problems

Run diagnostics (SIP traces, pings, traceroutes, MOS score review, packet loss checks)

Assist with PBX provisioning, phone registration, and softphone setup

Prioritize outages (phones down, internet down, WiFi down)

Document every step clearly and communicate status updates professionally

Escalate advanced issues to senior telecom engineers when appropriate

Maintain ticket SLAs with clear, fast response times Key Responsibilities: First-level support for VoIP, networking, and connectivity issues

Troubleshoot SIP, call quality, latency, jitter, and registration failures

Perform basic network troubleshooting (TCP/IP, DNS, DHCP, routing basics)

Troubleshoot WiFi drops, access point connectivity, and cabling-related issues

Provision phones, extensions, voicemail, call flows, and SIP trunk configs

Manage and prioritize tickets through our help desk system





Escalate complex problems with proper documentation

Update knowledge base articles and internal processes Minimum Requirements: 2+ years of VoIP or Network Support experience

Strong understanding of TCP/IP, DNS, DHCP, and NAT

Practical expertise with

SIP, PBX systems, and SIP trunks

Routers, switches, and WiFi troubleshooting

Experience with ticketing systems and remote customer rapport

Ability to communicate technical information clearly and simply to non-technical users A driven and proactive mindset paired with a passion for continuous learning and making a meaningful impact on our company's success

Solid understanding of key VoIP metrics such as MOS score, latency, jitter, and packet loss Nice to Have CompTIA Network+, CCNA, or VoIP-related certifications

Experience in telecom, MSP, or VoIP carrier environment

Experience with Poly, Grandstream, or cloud PBX platforms Benefits Why Vivant?

Growth: Competitive salary + bonuses. We hire for impact and promote leaders

Culture: We value Reliability, Product Knowledge, and Autonomy

Impact: Help us eliminate the frustrations of internet and phone outages for good Schedule: Work hours aligned with the U.S. Central time zone between 8am - 5pm M-F Compensation: Monthly Base Salary: $1,500 - $2,500 USD

Determining Factors: Final offer depends on technical expertise, years of relevant experience, and specific skills

Note: This range covers base pay only; all other benefits will be discussed during the offer stage Join Vivant and level up your career!

📌 Network VoIP Support Engineer (Remote - LATAM) (México)
🏢 Vivant
📍 México