Tier III Support Engineer (Voice & Telecom Services)

Tier III Support Engineer (Voice & Telecom Services)- Washington, DC

Hybrid-3 days in office

Position Summary

We are seeking a highly skilled Tier III Support Engineer to provide advanced technical support for voice and telecommunications services. The ideal candidate will possess deep expertise in SIP signaling, STIR/SHAKEN, Rich Call Data (RCD), ICT call tracing, and telecom troubleshooting . This role serves as the highest level of support escalation, focusing on troubleshooting complex call processing issues, conducting root-cause analysis, and supporting partner integrations and testing activities.

Key Responsibilities

• Provide hands-on Tier III help desk and escalation support , including issue triage, troubleshooting, root-cause analysis, and coordination through resolution.
• Serve as the highest technical escalation point for complex voice, signaling, and service-related issues.
• Support internal teams, customers, and partners with integration, testing, certification, and technical inquiries
• Analyze and troubleshoot live call failures , service degradations, and interoperability issues.
• Perform advanced analysis of SIP call flows, SIP traces, packet captures, and signaling logs to identify and resolve service-impacting issues.
• Support and troubleshoot STIR/SHAKEN and Rich Call Data (RCD) deployments and integrations.
• Utilize ICT (Integrated Call Trace) and other telecom diagnostic tools to investigate call routing and service issues.
• Work with SIP, STIR/SHAKEN, SS7, Diameter, and related telecom signaling protocols
• Partner with engineering, operations, vendors, carriers, and customers to resolve complex technical issues.
• Create detailed incident reports, root-cause analyses (RCA), knowledge base articles, and technical documentation.
• Participate in on-call support and critical incident response activities.
• Identify recurring issues and drive corrective actions and process improvements.

Required Qualifications

• Bachelor's degree or equivalent industry experience.
• 5+ years of experience in Tier III support, telecom operations, VoIP support, or carrier environments
• Strong understanding of SIP protocol, SIP call flows, and VoIP troubleshooting
• Hands-on experience supporting STIR/SHAKEN and call authentication technologies.
• Experience performing call trace analysis using ICT, Wireshark, or similar troubleshooting tools.
• Ability to read and analyze SIP traces and signaling captures to determine root cause of call failures.
• Knowledge of SS7, Diameter, and telecom signaling concepts
• Experience supporting telecom service providers, carriers, or telecom software vendors.
• Strong analytical, communication, and customer-facing support skills.

Preferred Qualifications

• Experience supporting cloud-based voice or telecom platforms.
• Familiarity with Session Border Controllers (SBCs) and call routing platforms.
• Knowledge of robocall mitigation technologies and STIR/SHAKEN regulations.
• Experience with Linux and basic scripting (Python, Bash, or similar).
• Experience supporting carrier, OEM, or telecom ecosystem partners.