1st Line Support Engineer
Boosty Talent · Cyprus
- Hybrid
- Full-time
- $60,000 / year
- Cyprus
Job highlights
- Provide 1st line support for VoIP/CPaaS issues.
- Troubleshoot customer requests and connectivity.
- Configure PBX systems and assist customers.
- Manage tickets and escalate complex problems.
- Work remotely in a global telecom ecosystem.
About the role
1st Line Support Engineer VoIP CPaaS
We are looking for a 1st Line Support Engineer with experience in VoIP / CPaaS environments to join a growing international team. This role is ideal for someone who enjoys troubleshooting, working directly with customers, and being at the forefront of resolving real-time communication issues. You will play a key role in ensuring stable service delivery and a high-quality customer experience.
What You Will Do
- Handle customer requests via ticketing systems, chat, and email.
- Perform initial troubleshooting of VoIP and CPaaS-related issues.
- Run routing and call tests (manual and automated) to verify call delivery and route performance.
- Assist customers with PBX configuration and connection setup (SIP credentials, trunks, codecs, routing, etc.).
- Create and manage tickets with upstream providers for routing or connectivity issues.
- Escalate complex technical problems to internal Development / Engineering teams.
- Order, provision, and assign DID numbers based on customer needs.
- Monitor ongoing incidents and ensure timely resolution.
- Maintain accurate documentation and updates within the ticketing system.
Requirements
- Proven experience in the Telecom / VoIP industry (mandatory).
- Strong understanding of SIP protocol and VoIP call routing.
- Basic knowledge of PBX systems (Asterisk, 3CX, FreePBP, or similar).
Strong Advantages
- Experience with CPaaS / CCaaS / VoIP platforms.
- Ability to analyze call logs and troubleshoot connectivity issues.
- Familiarity with ticketing systems and incident management tools (e.g., Omnidesk, Freshdesk).
- Availability to work evening or night shifts (European timezone).
Nice to Have
- Experience with platforms such as Twilio, Infobip, Telnyx, Sinch, 8x8, RingCentral, CloudTalk, Aircall, Zadarma.
- Knowledge of VoIP monitoring and routing tools (iTest, Arptel, Route Inspector, etc.).
What We Offer
- Fully remote work environment.
- Flexible shifts.
- Paid vacation.
- 3-month probation period with long-term cooperation opportunity.
This is a great opportunity to join a fast-paced environment where you can deepen your expertise in VoIP technologies and grow within a global telecom ecosystem.
Key skills/competency
- 1st Line Support Engineer
- VoIP
- CPaaS
- SIP Protocol
- PBX Systems
- Customer Support
- Troubleshooting
- Telecom
- Incident Management
- Call Routing
Skills & topics
- 1st Line Support
- Support Engineer
- VoIP Engineer
- CPaaS Specialist
- Telecom Support
- Customer Service
- Troubleshooting
- Remote Work
- SIP Protocol
- PBX Configuration
How to get hired
- Tailor your resume: Highlight your VoIP, CPaaS, and customer support experience. Quantify achievements where possible.
- Craft a compelling cover letter: Express your passion for telecommunications and customer service. Mention specific troubleshooting skills relevant to Boosty Talent.
- Prepare for technical questions: Brush up on SIP protocol, VoIP call routing, and PBX systems (Asterisk, 3CX).
- Demonstrate problem-solving: Be ready to discuss how you’ve resolved complex customer issues. Emphasize your communication and escalation skills.
- Understand their business: Research Boosty Talent's services and their role in the global telecom ecosystem.
Technical preparation
Master SIP protocol and VoIP call routing.,Practice PBX system configuration (Asterisk, 3CX).,Familiarize with ticketing systems (Omnidesk, Freshdesk).,Study CPaaS/CCaaS platform functionalities.
Behavioral questions
Describe a challenging customer issue you resolved.,How do you handle high-volume support requests?,Explain your process for escalating technical problems.,How do you stay updated on VoIP technology?
Frequently asked questions
- What is the primary responsibility of a 1st Line Support Engineer at Boosty Talent?
- The primary responsibility of a 1st Line Support Engineer at Boosty Talent is to handle initial customer requests, perform troubleshooting of VoIP and CPaaS-related issues, and ensure stable service delivery through effective ticket management and customer assistance.
- What technical skills are mandatory for the 1st Line Support Engineer role at Boosty Talent?
- Mandatory technical skills for this role include proven experience in the Telecom/VoIP industry, a strong understanding of the SIP protocol and VoIP call routing, and basic knowledge of PBX systems like Asterisk or 3CX.
- Does Boosty Talent offer remote work for the 1st Line Support Engineer position?
- Yes, Boosty Talent offers a fully remote work environment for the 1st Line Support Engineer position, allowing you to work from anywhere.
- What kind of customer interactions can I expect as a 1st Line Support Engineer at Boosty Talent?
- As a 1st Line Support Engineer, you will interact with customers via ticketing systems, chat, and email, providing direct assistance with their VoIP and CPaaS configurations and troubleshooting needs.
- Are there specific shift requirements for the 1st Line Support Engineer job at Boosty Talent?
- Yes, availability to work evening or night shifts within the European timezone is considered a strong advantage for the 1st Line Support Engineer role at Boosty Talent.
- What are the advantages of working as a 1st Line Support Engineer at Boosty Talent?
- Advantages include a fully remote work environment, flexible shifts, paid vacation, and the opportunity to grow within a global telecom ecosystem, deepening expertise in VoIP technologies.
- How does Boosty Talent handle complex technical issues for the 1st Line Support Engineer?
- Complex technical problems are escalated by the 1st Line Support Engineer to Boosty Talent's internal Development/Engineering teams for resolution.
- What platforms are considered 'Nice to Have' for the 1st Line Support Engineer role?
- Platforms like Twilio, Infobip, Telnyx, Sinch, 8x8, RingCentral, CloudTalk, Aircall, and Zadarma are considered 'Nice to Have' for this role.