This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Sr. Support Specialist, Phones based in Mexico.
This is a specialized technical support role focused on resolving complex VoIP, SIP, and PBX challenges for multi-site clients.
You will troubleshoot issues across call flows, network connectivity, call quality, and telephony infrastructure.
The role combines hands-on technical investigation with direct client communication and remote diagnostics.
You will manage a high volume of support tickets while maintaining service-level commitments and clear documentation.
Your expertise will help reduce escalations, improve first-contact resolution, and strengthen the overall support operation.
You will also contribute to a growing knowledge base by documenting recurring problems and effective solutions.
The position is fully remote and requires strong English communication and availability aligned with North American business hours.
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Accountabilities
Troubleshoot VoIP and SIP issues:



Diagnose and resolve connectivity problems involving NAT traversal, SDP mismatches, one-way audio, packet loss, and other common VoIP failure scenarios, handling 15+ client tickets per day.
Support PBX environments: Administer and troubleshoot PBX systems at the call-flow and trunk-configuration level, going beyond individual device configuration.
Perform network diagnostics: Investigate network-level issues at client locations, including router, firewall, VLAN, and connectivity problems, and guide non-technical users through resolution steps by phone or screen sharing.
Configure IP phones: Provision and configure IP phones from multiple vendors, including Yealink, Grandstream, and Polycom-class devices, for new and existing client accounts.
Manage support tickets: Resolve client-facing technical tickets efficiently while maintaining SLA commitments, accurate records, and professional written communication.
Provide r

📌 Sr. Support Specialist, Phones (México)
🏢 Jobgether
📍 México