3rd Line Support Engineer

Job Title: 3rd Line Support Engineer Location: Remote (Preferred: South Africa) Department: Support and Technical Reports To: CTO Company: A Microsoft Teams-first UCaaS, CPaaS & CX Provider

Role Overview

My client is seeking a highly skilled and experienced Senior Support Engineer to join their global team. This fully remote role involves supporting, maintaining, and optimizing Microsoft Teams, SD-WAN, SIP-based telephony, and contact center solutions for enterprise clients.

You will play a critical role in ensuring seamless communication and customer engagement by troubleshooting complex telephony, network, and collaboration issues. The ideal candidate will have hands-on experience with Microsoft Teams Calling, SIP VoIP technologies, SD-WAN architectures, and contact center platforms.

Key Responsibilities

🔧 Technical Support & Troubleshooting

• Provide advanced support for Microsoft Teams Voice (Direct Routing & Calling Plans), SIP-based telephony, and SD-WAN.

• Act as an escalation point for complex issues involving:

  • SIP signaling

  • VoIP call flows

  • SBC configurations (AudioCodes, Ribbon, Cisco CUBE)

  • Contact Center platform-related problems

• Analyze SIP logs, call traces, and QoS metrics to resolve issues (call quality, latency, jitter, packet loss).

• Troubleshoot and optimize SD-WAN for high availability, secure routing, and performance.

• Support Contact Center solutions including IVR, call routing, WFM, and CRM integrations.

• Conduct Root Cause Analysis (RCA) and implement preventative measures.

🚀 Deployment & Maintenance

• Support design, implementation, and maintenance of Microsoft Teams, SIP, and SD-WAN systems.

• Configure and manage SBCs, SIP trunking, and Teams telephony integrations.

• Maintain Microsoft Teams Contact Center integrations, ensuring efficient call flow and agent handling.

• Optimize IVR flows and omnichannel routing, integrating with tools like Salesforce and Zendesk.

• Monitor system health and ensure compliance with security standards and best practices.

🤝 Collaboration & Customer Engagement

• Collaborate with clients, internal IT teams, and third-party vendors to resolve technical issues.

• Provide expert advice and best practices to clients using Microsoft Teams, SD-WAN, and Contact Center tools.

• Create and maintain technical documentation, SOPs, and troubleshooting guides.

• Participate in client meetings and technical reviews to drive continuous improvement.

Required Qualifications & Skills

🛠 Technical Expertise

• Proven experience with Microsoft Teams Voice (Direct Routing, Calling Plans).

• Deep understanding of SIP signaling, RTP flows, and VoIP troubleshooting.

• Strong hands-on experience with SBCs such as AudioCodes, Ribbon, or Cisco CUBE.

• Expertise in SD-WAN technologies and configurations.

• Knowledge of VoIP security, firewalls, VPNs, and QoS.

• Proficiency with contact center technologies, including:

  • IVR systems

  • Call routing strategies (Skills-based, Least Idle, etc.)

  • Workforce Management & Reporting tools

  • CRM integrations (Salesforce, Zendesk, etc.)

🧠 Soft Skills

• Excellent problem-solving and analytical abilities.

• Strong communication skills, with the ability to work with both technical and non-technical stakeholders.

• Collaborative mindset and experience working with cross-functional teams.

• Self-starter with the ability to manage tasks in a fast-paced remote environment.

🎓 Education & Certifications

• Bachelor’s or Master’s in Computer Science, IT, or related field.

• Relevant certifications are a strong advantage:

  • Microsoft Teams Administrator Associate (MS-700)

  • Cisco SD-WAN (Viptela)

  • Fortinet NSE

  • AudioCodes SBC

  • CCNP Collaboration

Why Join My Client?

• 🌍 Work with cutting-edge Microsoft Teams Phone, global cloud calling, and Contact Center technologies.

• 🧑‍💻 Join a dynamic global team delivering innovative, secure, and scalable remote work solutions.

• 💼 Enjoy a competitive salary, benefits, and a 100% remote work environment.