Location
dubai, dubai emirate, United-Arab-Emirates
Posted
July 25, 2026
Job Description
Responsibilities
- Lead investigation and resolution of complex technical issues escalated from Tier 1 and Tier 2 teams
- Act as primary technical owner for high-priority customer escalations across Engineering, Product, and Infrastructure
- Perform advanced troubleshooting using logs, network traces, APIs, databases, and platform diagnostics
- Handle advanced cloud telephony and VoIP troubleshooting including SIP, WebRTC, PSTN, and SBC
- Analyze SIP call flows, signaling, and media paths to isolate failures
- Partner with carriers to troubleshoot routing, number provisioning, and voice network performance
- Utilize network diagnostic tools such as Homer, HAR captures, PCAPs, and traceroutes
- Mentor and coach Technical Support Engineers through guidance and case reviews
- Create and maintain technical documentation, troubleshooting guides, and runbooks
- Support major incidents through technical coordinat...