Technical Support Engineer
Longfinch Technologies
Key Responsibilities
· Monitor and triage telecom incidents impacting public‑facing voice platforms, including SBC health and call routing behavior
· Investigate issues using CDRs, SBC logs, SIP traces, and vendor/carrier feedback
· Support STIR/SHAKEN operational behaviors, including signing success/failure, exceptions, unsigned calls, and carrier rejections
· Execute approved operational changes using defined runbooks and change windows (no ad‑hoc architecture changes)
· Coordinate with carriers, vendors, and internal engineering/SRE teams during incidents
· Participate in incident bridges and support escalation workflows
· Maintain runbooks/SOPs and operational documentation/audit artifacts; contribute to post‑incident RCA documentation
Required Qualifications
· 5–7+ years of VoIP/telecom operations experience in enterprise environments
· Strong experience supporting SBC‑based voice services, including SIP call flows, routing, and log analysis (CDR/SBC/SIP/session logs)
· Experience with incident management processes (ITSM/ticketing, escalations, documentation)
· Working familiarity with contact center call flows and platforms (Genesys and/or Amazon Connect
Preferred Qualifications
· Experience in BFS or regulated industries with strict change/audit requirements
· Ribbon SBC familiarity (preferred) and/or exposure to PSX‑style routing/policy constructs
· Familiarity with STIR/SHAKEN failure modes and operational monitoring patterns
· Experience supporting hybrid contact center environments during migrations (on‑prem to cloud)
· Experience acting as a telecom architect or L3 support
· Exposure to enterprise monitoring and observability tools
- Experience working in BFS Sector
Vacancy posted 5 days ago
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