Client Services T3 VoIP Engineer

Crexendo, powered by Netsapiens is a customer centric organization. The T3 VoIP Engineer will be a

key face to the customer in all aspects of their job. They will interface daily on calls or via written

communication to the clients. The key person for this person will drive the team to be supportive and

empathetic to customer issues. Understanding that quick resolution and continual communication is an

important aspect to their role. Driving toward a positive client experience in all their interactions with

them.

This role will be a senior level technical position that support Hosted, and Facility based clients that

utilize the Netsapiens platform. The key person will help in troubleshooting network and system issues.

This person also will engage internally and externally in keeping up to date on code and feature releases

as well as troubleshooting with engineering to determine bugs and work around options for clients.

They will continue to work with internal teams to maintain processes, knowledge article and instructions

for internal and external customers.

Essential Duties• Troubleshoot SIP audio quality issues• Able to access and read logs to pinpoint errors or system bugs• Able to replicate customer issues to determine bugs and work arounds• Analyze SIP and platform traces to determine root cause of customer issues• Understand database management and administration• Troubleshoot QOS issues• Layer 3 for phone / device troubleshooting• Interface up to engineering to provide analysis or root cause details• Troubleshoot of real-time VoIP software, IP/WAN Protocol stacks and Linux server issues• Software and hardware support for PBX• PBX feature and functionality subject matter expert• Assist customer in implementing solutions. Perform ongoing activities to maintain and enhance

overall system performance• Interface and communicate with clients to bring issues to resolution - be willing to join in

conference, one on one phone calls and video calls to bring together a collaborative team to

resolve more difficult issues• Provide technical maintenance support such as database data migrations• Mentor and assist other teams specifically T2

Requirements• Bachelor's degree in Computer Science, Systems Engineering or similar preferred field• 3 or more years of working experience in the field of Networking, IT or telecommunications• Able to read and understand SIP traces/ladder• Able to read SIP packet captures• Able to access and read system logs• Desirable working experience in Networking• VoIP experience (expert level)• Desirable Experience with specific technologies ie NetSapiens platform

Linux Operating Systms

Wireshark

MySQL

System Alarming packages (ie Grafana)

Softphone configurations (Zoiper, Bria, etc)

Desk phone knowledge (Poly, Yealink)

Qualifications• Excellent multi-tasking abilities, verbal and written skills• Diligent work ethic. Must be self-motivated and able to take initiative• Team player, proactive self-directed, detailed and organized• Ability to work with all teams internally and externally across time zones and the globe• Customer focused• Understand the importance of communication to clients and across teams