Senior Network & VoIP Escalation Engineer

Senior Network & VoIP Escalation EngineerAdvanced Enterprise Support | ISP Networking | Root Cause AnalysisPosition SummaryOur client is adding a Senior Enterprise Support Engineer to bring network engineering-level expertise into its Customer Care organization. This role will serve as an advanced escalation resource for enterprise and business customers, combining ISP networking and VoIP expertise with clear, confident customer communication. Working with the Network Operations Center (NOC) and Network Engineering teams, this individual will own complex issues from diagnosis through resolution, root cause analysis, and corrective action. Similar to an advanced NOC Engineer with strong people skills, this person must explain what happened, why it happened, how it was resolved, and how the risk of recurrence will be reduced.ScheduleMonday through Friday, approximately 8:00 a.m. to 4:30 or 5:00 p.m.Key ResponsibilitiesAdvanced Escalations and Root Cause AnalysisServe as a senior escalation point for complex, high-impact, and business-critical customer service issues.Own technical issues through diagnosis, mitigation, resolution, root cause analysis, corrective action, and prevention.Use logs, telemetry, monitoring tools, packet captures, and network diagnostics to isolate problems across multiple network layers and systems.Differentiate between customer-premises, access-network, transport, routing, provisioning, application, and vendor-related issues, then engage the appropriate resources.Lead or coordinate high-severity incident response and establish clear ownership, next steps, and escalation paths.Document significant or recurring issues and recommend changes to monitoring, tooling, procedures, or infrastructure that can help prevent repeat incidents.Enterprise Customer SupportProvide advanced technical support for enterprise, multi-location, SMB, and other business-critical customers.Communicate directly with customers throughout complex investigations and major incidents, providing clear and timely technical updates.Translate technical findings into understandable explanations of the outage, customer impact, resolution, and preventive actions.VoIP Support and TroubleshootingProvision, configure, troubleshoot, and support VoIP services and associated customer equipment.Troubleshoot SIP registration, call setup, inbound and outbound calling, number provisioning, caller ID, call routing, feature configuration, and call-quality issues.Analyze SIP and RTP behavior using packet captures, logs, and other diagnostic information.Identify network conditions affecting voice quality, including latency, jitter, packet loss, NAT, firewall behavior, and QoS.Support activations, configuration changes, migrations, and systemic VoIP provisioning, routing, interoperability, and service-quality issues.ISP Network Support and CollaborationPerform advanced troubleshooting in an ISP environment across fiber access, ONT/OLT, Ethernet, VLAN, TCP/IP, IPv4/IPv6, DHCP, DNS, routing, switching, NAT, firewalls, Wi-Fi, and mesh networking.Collaborate with the NOC and Network Engineering teams at an engineering level to isolate and resolve complex customer-impacting issues.Work across Network Operations, Network Engineering, Field Operations, Technical Support, Customer Operations, Product, IT, and external vendors when issues span organizational boundaries.Open, manage, and escalate vendor cases with clear logs, diagnostics, reproduction steps, and business-impact information, maintaining ownership through resolution.Technical Leadership and Continuous ImprovementServe as a technical mentor and escalation resource for Tier 1, Tier 2, and Tier 3 support personnel.Develop and maintain advanced troubleshooting procedures, runbooks, known-issue documentation, provisioning workflows, and vendor escalation guidance.Help define appropriate escalation criteria and troubleshooting expectations across the support organization.Use incident trends and evidence to identify recurring technical problems, provisioning failures, automation opportunities, and durable corrective actions.Required Qualifications5+ years of progressively advanced experience in ISP technical support, network support, telecommunications, network operations, or a closely related technical environment.Enterprise telecommunications support experience, including direct support of business-critical or multi-location customers.Significant hands-on VoIP provisioning, configuration, and troubleshooting experience.Demonstrated experience handling advanced Tier 3, engineering-level, or advanced NOC escalations.Strong understanding of fiber ISP networks and service delivery. This is a networking-focused role, not a traditional IT support position.Strong knowledge of SIP, RTP, call flows, voice quality, latency, jitter, packet loss, NAT, firewalls, and QoS.Strong working knowledge of TCP/IP, LAN/WAN, Ethernet, VLANs, DHCP, DNS, IPv4/IPv6, routing, switching, Wi-Fi, and fiber access technologies.Experience using logs, metrics, monitoring systems, packet captures, telemetry, and network diagnostics to troubleshoot complex issues and lead structured root cause analysis.Strong customer-facing communication skills and the ability to explain technical issues to customers, engineers, operational teams, leaders, and vendors.Strong technical documentation, decision-making, problem-solving, ownership, and accountability.Preferred QualificationsDirect experience with Adtran fiber access platforms or subscriber equipment is strongly preferred.Experience with Juniper routing and networking platforms is a plus.Experience with telecommunications OSS/BSS platforms, service provisioning, and activation workflows.Experience with CDG systems or similar broadband billing and operational support platforms.Experience working directly with technology vendors on product defects, provisioning failures, integrations, and escalated support cases.Relevant networking, telecommunications, VoIP, or vendor-specific certifications.*If the application for this position prompts you to respond to a question with number of years, e.g., your number of years of relevant work experience, please enter ‘30’ if your answer is 30 years or more. Please be aware that we are acting as a recruitment partner for one of our clients in this search.*