Tier 3 Support Engineer

Location: St. Petersburg, FL preferred (hybrid)

Type: Full-Time

We are seeking an experienced Tier 3 Platform Support Engineer with strong API, scripting, and technical troubleshooting skills to join our growing Support team. Hands-on experience with VoIP, telecom, UCaaS, or a similarly complex technical platform is required. Bonus points if you are located within the St. Pete, Tampa Bay area and can work in the office (Mondays and Thursdays), but remote will be considered for the right candidate.

In this role, you will serve as the highest level of technical escalation within Support, owning our most complex technical issues from investigation through resolution. You will combine advanced troubleshooting with APIs, scripting, and Linux tools to investigate problems, automate repetitive work, and resolve issues at scale. You will partner closely with Tier 2, Engineering, carriers, vendors, and integration partners to identify the root cause and keep our customers informed throughout the resolution process.

This is a hands-on technical support role, not a software development position. We are looking for someone who can troubleshoot deeply, work directly with customers and partners, and use APIs and scripting as practical tools to solve real-world platform problems.

Key Responsibilities:

• Own and resolve escalated issues that Tier 2 cannot resolve, maintaining end-to-end ticket ownership, meeting SLA commitments, and managing customer-facing technical communication through resolution.
• Write practical scripts and API tooling using Python, Bash, cURL, or similar tools to safely resolve issues at scale, such as correcting settings across hundreds of users, pulling and validating data, or making bulk changes.
• Use platform and partner APIs to investigate issues, pull and validate data, and troubleshoot API-based integrations with partners and third-party applications.
• Perform deep technical analysis, including log review, API request and response analysis, SIP trace review, and packet capture (PCAP) analysis, to identify the root cause.
• Identify patterns and recurring issues across the platform and partner with Engineering to drive permanent fixes.
• Coordinate directly with carriers, vendors, and integration partners to troubleshoot and resolve routing, delivery, and service issues.
• Prepare complete, well-documented escalations for Engineering, including a clear problem statement, testing performed, items ruled out, and supporting data.
• Complete assigned platform projects, maintenance, and change requests in partnership with Engineering, including testing, validation, and implementation of new features and platform changes.
• Participate in daily Engineering stand-ups, weekly Change Advisory Board (CAB) meetings, and other cross-team technical meetings.
• Mentor and support Tier 2 engineers through complex troubleshooting and cross-training, and share scripts and techniques that help reduce repeat escalations.
• Document findings, resolutions, and scripts thoroughly, and help improve SOPs, knowledge base articles, and troubleshooting guides.
• Provide Tier 2 escalation and queue support when needed, while maintaining primary focus on Tier 3 escalations, platform work, and technical projects.
• Participate in an on-call rotation for after-hours escalations and platform issues.

Technical, API, and Scripting Experience (Required):

• 5+ years of hands-on experience in technical support, systems, networking, telecommunications, or platform operations, including demonstrated experience working with APIs and scripting.
• Strong hands-on API experience is a key requirement for this role. You should be comfortable reading API documentation, authenticating to APIs, testing endpoints, interpreting responses, and troubleshooting failures.
• Practical scripting experience with Python and/or Bash, with the ability to write, modify, and troubleshoot scripts used to query APIs, parse and validate data, automate repetitive tasks, and perform bulk platform changes.
• Solid understanding of REST APIs, including methods (GET, POST, PUT, DELETE), status codes, headers, pagination, rate limits, and authentication methods such as API keys, OAuth, and bearer tokens.
• Experience troubleshooting partner or customer API integrations, including authentication issues, malformed requests, unexpected responses, webhook failures, and configuration or data mismatches.
• Experience working with JSON and XML data structures and testing APIs using tools such as Postman and cURL.
• Comfortable working in Linux environments, including Bash, SSH, file system navigation, log analysis, and common command-line tools such as grep, awk, sed, and tail.
• Experience with Git or SQL is a plus.
• Experience with NetSapiens or the NetSapiens API is highly desirable but not required.

VoIP and Networking Experience (Required):

• Hands-on experience troubleshooting VoIP/SIP environments, with the ability to follow call flow, interpret SIP messaging, and isolate common signaling, media, routing, carrier, network, and endpoint issues.
• Ability to capture and review packet captures using tools such as Wireshark, sngrep, or tcpdump.
• Solid networking fundamentals, including TCP/IP, UDP, DNS, DHCP, NAT, VLANs, QoS, routing, and firewalls.

Nice to Have:

• In-depth knowledge of VoIP protocols, including SIP, RTP, SDP, and common codecs (G.711, G.729, Opus).
• Experience administering and troubleshooting VoIP platforms, particularly NetSapiens.
• Experience with SIP trunking, session border controllers (SBCs), carrier interconnects, and call routing.
• Experience troubleshooting VoIP endpoints, provisioning, registration, firmware, and device configuration; experience with Yealink, Poly, Grandstream, SNOM, or similar manufacturers is a plus.
• Familiarity with 10DLC, STIR/SHAKEN, and related calling and messaging compliance requirements.
• Proficiency with Zendesk, Confluence, Jira, and HubSpot.

What We’re Looking For:

• Strong ownership and follow-through. You are comfortable taking an ambiguous technical problem, determining the next steps, pulling in the right resources, and driving it through resolution.
• Natural curiosity and a drive to improve how work gets done. If you see a manual process that could be automated, you want to script it. If you encounter an API or protocol you don't know, you want to understand it. You look beyond fixing the immediate ticket and ask how we can prevent or automate the problem next time.
• Comfortable working from technical documentation and learning unfamiliar APIs or systems independently, with the ability to begin investigating and make progress without having every step laid out for you.
• Excellent troubleshooting and analytical skills, with a methodical approach to isolating the root cause.
• Good technical judgment, including knowing when to continue investigating independently, when to involve another team or vendor, and what information needs to be gathered before escalating.
• Strong written and verbal communication skills, with the ability to explain complex technical issues clearly to customers, partners, and internal teams.
• Strong client relationship skills, with the ability to build trust and credibility with partners during high-pressure escalations.
• Ability to manage multiple escalations and projects at once while keeping priorities, SLAs, and documentation on track.
• A positive, professional attitude and a collaborative, team-first approach.

Why Join Us:

This is an exciting opportunity to be part of one of the fastest-growing AI voice companies. As a Tier 3 Platform Support Engineer, you will work on the most challenging technical issues on our platform alongside experienced Support and Engineering teams, with opportunities to deepen your expertise across APIs, automation, VoIP, and platform operations. If you love scripting and solving complex technical problems, and you have the ownership mindset to drive them through resolution, we would love to hear from you. Apply today!