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Verizon

VoIP Technical Support Engineer

Verizon

. Perform end-to-end trouble isolation and repair for customer voice products across CPE, LAN, WAN, and PSTN networks .

Posted 10/5/2026full-timeUnited StatesMid-LevelSeniorWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in troubleshooting complex voice and VoIP issues, utilizing tools like Wireshark for network analysis and call quality assessment. Proficient in SS7 signaling and SIP/RTP messaging, with a strong ability to communicate technical concepts to non-technical stakeholders.

Highest-signal resume keywords
Voice And VoIP Support EngineeringTroubleshooting Complex Voice IssuesSS7 SignalingSIP/RTP MessagingNetwork Capture Analysis

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
TroubleshootingPacket Capture AnalysisCall Detail Record AnalysisRouter FunctionalityNetwork TopologiesOSI ModelVoice Quality MetricsSIP Ladder DiagramsLAN/WAN/PSTN NetworksVoice Products
Soft Skills
Customer InteractionCommunicationMultitaskingPrioritizationCollaboration
Tools & Technologies
WiresharkNetscoutAdtranCisco ConfigurationsNetwork Standard Analyzers
Certifications & Qualifications
CCNASSCASSVPCCNP Collaboration
Industry Keywords
Voice ProductsVoIPNetwork TroubleshootingCall FlowsConnectivity IssuesQuality MetricsTechnical SupportCustomer ServiceNetwork AnalysisTelecommunications

Tech Stack

Tools & technologies
VoIP

About the role

Key responsibilities & impact
  • Perform end-to-end trouble isolation and repair for customer voice products across CPE, LAN, WAN, and PSTN networks
  • Troubleshoot quality, completion, routing, interoperability, and connectivity issues across local, long-distance, and IP networks
  • Troubleshoot different layers of the OSI model
  • Work directly with customers to troubleshoot issues and provide assistance
  • Collaborate with network and application teams to resolve issues
  • Understand and leverage network topologies and workflows
  • Work with SS7 signaling and SIP/RTP messaging and call flows
  • Review call records using a variety of tools
  • Analyze packet captures, SIP and TDM call flows, and voice quality issues
  • Keep current with technology changes and expand technical knowledge and skills
  • Partner with internal and external stakeholders to resolve complex issues and outages

Requirements

What you’ll need
  • Associate's Degree or four or more years of work experience
  • Three or more years of work experience as a voice and VoIP support engineer
  • Three or more years of experience troubleshooting complex voice and VoIP issues
  • Experience with network standard analyzers such as Wireshark and SIP ladder diagrams
  • Experience working directly with customers by phone to understand issues and provide resolution updates
  • Experience with SS7 signaling and strong foundations of SIP/RTP messaging and call flows
  • Experience with router functionality, including Adtran and Cisco configurations and troubleshooting commands
  • Bachelor's Degree preferred
  • Voice or Network certification, including or similar to CCNA, SSCA, SSVP, and/or CCNP Collaboration preferred
  • Experience analyzing Call Detail Records (CDRs) and Voice Quality metrics, including MOS, jitter, packet loss, and latency
  • Proficiency with network capture analysis tools such as Wireshark or Netscout
  • Ability to interact with different types of stakeholders
  • Ability to translate technical network terminology into clear updates for non-technical clients and business stakeholders
  • Ability to prioritize and multitask independently

Benefits

Comp & perks
  • Medical, dental, and vision insurance
  • Short- and long-term disability insurance
  • Basic and supplemental life insurance
  • AD&D insurance
  • Identity theft protection
  • Pet insurance
  • Group home and auto insurance
  • Matched 401(k) savings plan
  • Up to 8 company-paid holidays per year
  • Up to 6 personal days per year
  • Paid parental leave
  • Adoption assistance
  • Tuition assistance
  • Other incentives
  • Potential premium pay, including overtime, shift differential, holiday pay, and allowances
  • Up to 15 days of vacation per year for newly hired employees, increasing with additional service
  • Hybrid work arrangement with work from home and a minimum of three days per week in the office