Job Description
Job Description
NUSO, LLC delivers complex cloud communication solutions in real-time through authorized channel partners serving the small to medium business (SMB) and enterprise markets. Our transparent approach presents our channel partners as an ally instead of a competitor. Natively developed real-world business communication tools seamlessly connect you to your customers, vendors, and team members across all platforms including desktop, desk phone, and mobile devices.
NUSO customers served by our partners include start-ups, hospitals, municipalities, universities and schools, and enterprises with mission critical communication and specific telecom requirements. We believe 'the Cloud' is not one size fits all. NUSO offers each customer Private, Public, or Hybrid Cloud solutions to meet their needs in function, security, and application. NUSO partners include technology resellers, service providers, and solution providers throughout the US and Canada. Our systems enable the selling of services with or without co-branding in private label, white label, or wholesale formats.
Our dedicated development and engineering teams build unique tools that enable our partners to deploy, manage, and monitor their customer's services in real time. Our unique platform reduces required site visits or truck rolls, speeds-up trouble resolution, and identifies wide-area network issues before they become a problem.
We are growing and looking for new employees like you!
We are searching for an experienced and hands-on Cloud Support Specialist who lives and breathes voice over IP (VoIP) and thrives in solving complex issues across cloud PBX, SIP trunking, contact center platforms, and custom VoIP environments.
You will be the first line of support for diagnosing and resolving advanced voice-related technical challenges. This is a technical role for someone who understands the details of SIP signaling, call routing, network path analysis, and telephony architecture.
The position level is for a Tier 2 thru Tier 4 technician, depending on experience. We are hiring for intelligence,, adaptability, and communication skills.
WHAT YOU'LL BE DOING
- Investigate and resolve escalated issues across:
- UCaaS/Cloud PBX deployments
- SIP trunking setups
- Contact center call flows
- SMS/MMS message delivery
- Perform SIP trace analysis, identify signaling failures, codec mismatches, and one-way audio scenarios.
- Dive into packet captures, syslogs, and call records to determine root cause.
- Collaborate directly with carriers, vendors, and internal engineers.
- Build or contribute to custom call routing configurations across varios VoIP platforms.
- Support deployment of new services, customer migrations, number porting, and provisioning.
- Document issues and fixes for internal knowledge base; contribute to cross-team enablement.
- Participate in on-call support rotation and assist in major incident response when needed.
- Interface occasionally with the Sales Engineering team on technical solution design.
YOU BRING
- 5+ years in a technical support, NOC, or engineering role within the VoIP or UCaaS industry
- Deep understanding of SIP, RTP, NAT traversal, and session border controllers
- Ability to troubleshoot carrier interop, PBX integration, number routing, and call quality issues
- Hands-on experience with at least one or more of the following platforms is a big plus:
- NetSapiens
- Metaswitch
- FreeSWITCH / OpenSIPS / Kamailio
- BroadSoft, Asterisk, or other voice platforms
- Comfort with analyzing Wireshark traces, configuring SBCs, and interacting with API-based provisioning systems
- Familiarity with DNS, firewalls, TLS/SRTP, port forwarding, NAT, and QoS
- Excellent documentation and communication skills
- Fast learner with a self-starter mentality and natural curiosity
BONUS SKILLS
- Experience scripting in Python, Bash, or PowerShell
- Familiarity with Linux CLI environments
- Exposure to AWS, Azure, or other cloud platforms
- Background in carrier-grade SIP architecture or reseller/wholesale VoIP ecosystems
NUSO is an Equal Opportunity Employer committed to a diverse workforce. Minority/Female/Disability/Vet/Sexual Orientation/Gender Identity, or any other characteristic protected by law.
Job Posted by ApplicantPro