What are the responsibilities and job description for the Tier III Support Engineer (Voice & Telecom Services) position at NextGen | GTA: A Kelly Telecom Company?
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.