★ PLEASE SUBMIT YOUR CV IN ENGLISH ★ Job Title: LATAM Support – VoIP & Network Engineer Location: Bogotá, Colombia Position: Full-Time Job Overview We are seeking a highly motivated and experienced Support – VoIP & Network Engineer to join our team. The ideal candidate should have at least 3 years of relevant experience in both VoIP and network support roles , with recent VoIP experience within the past 2 years. The successful candidate will be responsible for the installation, configuration, maintenance, and troubleshooting of VoIP systems and network infrastructure to ensure seamless, secure communication across the organization. If you are extremely organized, pay attention to the smallest details, thrive in a fast-paced environment, and are passionate about solving technical challenges, this opportunity is for you. Key Responsibilities VoIP Engineering & Support Diagnose and resolve SIP , RTP, and PBX-related voice faults. Provide direct support to business clients using VoIP systems in office environments. Configure and maintain Cloud PBX systems (e.g., FreePBX, Asterisk, 3CX, Kazoo, Mitel, FusionPBX). Address PBX configuration issues and perform advanced troubleshooting using packet captures. Support and troubleshoot IP phones (e.g., Grandstream, Yealink, Polycom, Cisco, Fanvil). Identify and resolve call quality issues related to network performance. Assist clients with phone number porting and system changes. Network Engineering & Support Install, maintain, and troubleshoot networks using Cradlepoint, Ubiquiti, Meraki switches, and wireless access points. Methodically diagnose network issues impacting VoIP, SIP, and RTP communication. Support Layer 2 switching, modem bridging, NAT, DHCP, DNS, TCP/IP, VLANs, QoS, VPNs, and WiFi networks. Use diagnostic tools such as ping, traceroute, mtr, telnet, and port scanning. Design, monitor, and optimize network infrastructure performance. Client Support & Operations Take direct support calls and respond to emails from external clients. Handle a high volume of tickets while ensuring quality support and client satisfaction. Follow SOPs, escalate issues when necessary, and ensure timely resolution. Document support activities and maintain logs in CRM and ticketing systems. Documentation & Collaboration Develop and maintain clear documentation for technical setups, SOPs, and troubleshooting guides. Collaborate effectively with field techs, internal support teams, and external vendors. Minimum Requirements Strong understanding and practical experience with SIP (Session Initiation Protocol) is essential. At least 3 years of experience as a Network VoIP Support Specialist or Engineer. Recent hands-on VoIP experience (within the past 2 years). Strong understanding of Cradlepoint, Ubiquiti, and Meraki technologies. Experience with Cloud PBX systems and managing configuration issues. Proficient with SIP, RTP, PBX systems, and IP phones. Strong diagnostic and troubleshooting methodology. Familiarity with business VoIP setups and direct external customer support. Excellent English communication skills (C1+), written and verbal. What We’re Looking For Highly organized and detail-oriented. Proactive, self-motivated, and solution-driven. Strong team player with a service-oriented mindset. Desire to continuously learn and improve. Comfortable working both independently and collaboratively. Compensation & Benefits Base Salary: $1,000 – $2,500 USD/month Paid Time Off (PTO): 1 PTO day per quarter, plus 2 additional days in Q4 (total: 5 PTO days/year). Observed Public Holidays: New Year's Day Good Friday Memorial Day Independence Day Labor Day Thanksgiving Day Christmas Day Recognition Programs: Excellence Fund: $6,000 USD award vested after completing 2 years of service. Renewable annually for consistent performance. Withdrawable after 5 years of continuous employment. Additional Benefits: Holiday cash back gifts Recognition awards Health insurance for LATAM-based employees Other Requirements Clear Communication in English Must demonstrate fluency in both written and verbal English. Able to participate in meetings, write emails, and collaborate with U.S.-based teams. Experience with U.S. Companies Familiarity with U.S. work culture, communication standards, and accountability practices is required. This is an on-site position in Bogotá, Colombia. Powered by JazzHR