VoIP & Cloud PBX Support Specialist

Remote • Contractor • $15–$20/hour • U.S. business hours

About the role

This is a customer-facing technical role supporting RingPlan's business and white-label customers by phone and in writing. You'll troubleshoot SIP and devices, configure and maintain PBX systems, and take tickets through verified resolution across our voice environment. We provide training on the various RingPlan iterations and internal systems/processes; bring a strong foundation in business VoIP. We're developing agentic AI to handle initial troubleshooting and diagnostic preparation, giving technicians more time for investigation, solution validation, and customer care. You'll help shape that approach as it is introduced.

Why join RingPlan

Work on customer phone systems where your diagnosis and configuration decisions make a visible difference. The role combines routine fixes, complex investigations, and practical call-flow design, with room to improve tools and documentation. Our company values emphasize teamwork, integrity, customer service, critical thinking, and continuous learning. You'll work with support teammates and engineering, share what you learn, and have a voice in improving how we deliver service.

The ideal candidate

You pair deep SIP analysis with efficient ticket resolution. You're resourceful, build rapport, and explain findings clearly. You understand how support affects customer adoption, renewal, and retention. You investigate independently, recognize your limits, and escalate before a stalled case delays recovery. You value shared expertise and accountability, and know when a teammate is the best next step. You welcome better tools while applying your own technical judgment.

What you'll bring

• Hands-on experience troubleshooting business VoIP and administering hosted/cloud PBX systems; transferable platform experience is welcome.
• Strong SIP registration/authentication, signaling, SDP, and RTP skills. Read SIP ladders and packet captures, correlate logs, and separate signaling from media failures using Wireshark, VoIPmonitor, or equivalent tools.
• Experience provisioning and diagnosing desk phones and desktop/mobile apps, and designing PBX call flows through controlled, documented changes.
• Voice-related network fundamentals: IP addressing, DNS, DHCP, NAT/firewalls, VLANs, latency, jitter, and packet loss.
• Clear spoken and written English with business users and technical partners; organization, escalation judgment, respect for access boundaries and privacy, and a record of bringing cases to verified outcomes.

Helpful experience: Yealink/Poly, FreePBX/Asterisk/FreeSWITCH/Kazoo, SIP trunks, number porting, ticketing systems, and knowledge base systems interaction. APIs, JSON, scripting, and automation for reusable solutions are a plus; coding is not required. Experience with AI support tools or voice agents is welcome; we provide training on our workflows.

Your day-to-day

Prioritize outages, urgent business impact, SLA risks, customer replies, promised follow-ups, and older actionable tickets. Keep routine work moving between urgent cases and flag blockers early.

• Diagnose calls. Investigate failed calls, one-way audio, quality, registration, parking, transfers, and caller ID. Reproduce internally where possible; gather timestamps, affected services, expected/actual behavior, traces, and prior steps to isolate device, PBX, network, application, or carrier causes.
• Review AI-prepared analysis. As workflows are introduced, check gathered diagnostics against traces and customer context, challenge unsupported conclusions, validate proposed solutions, approve changes within your authority, and direct the next investigation or action. Escalate when expertise or authority is needed, and retain ownership of customer communication and verified resolution.
• Maintain devices and PBXs. Troubleshoot firmware, provisioning templates, connectivity, multiple devices per extension, and mobile/background calling. Configure users, extensions, numbers, voicemail, auto attendants, queues, ring groups, forwarding, business-hours routing, SIP trunks, and failover.
• Make safe changes. Confirm requirements and authorization, review the current setup and affected services, and prepare a recovery path before implementation. Check compatibility, test affected call flows afterward, and update configuration records.
• Support connected features. Diagnose fax, messaging, recordings, reporting, AI receptionist transfers/human handoffs, and porting-related service issues. Coordinate with the responsible delivery team and verify behavior.
• Own the customer conversation. Understand business impact and explain findings clearly. After each interaction, confirm next steps and update timing. Keep commitments, confirm others commitments before promising them, and communicate delays and revised timing as soon as known.
• Escalate and coordinate. Involve engineering, dispatch, carriers/vendors, or management when impact, expertise, access, or authority requires it. Retain customer follow-through, secure accepted handoffs, and document ownership, status, history, next actions, and commitments. Give bounded guidance and referrals outside our service scope.
• Verify before closing. Test the original failure; use history and evidence for recurring problems. Keep corrective work open after workarounds. For every outage, promptly communicate restoration, then explain impact, confirmed cause or uncertainty, and recurrence prevention. Give longstanding cases appropriate closure context.
• Improve future outcomes. Document reusable fixes, share defects and practical improvements, and work with the team to keep AI troubleshooting guidance, knowledge bases, and escalation rules current. Review failures and test workflow updates with engineering. Recognize frustration, adoption gaps, or changing needs; flag churn risk and refer relevant service opportunities to sales with useful context.

How we work

Raise concerns, mistakes, and resource gaps early; asking for help is part of good support. Leaders and teammates are expected to help resolve blockers and listen to better ways of working. Success means sound diagnoses, safe changes, steady ticket progress, commitments kept, and customers who understand what happens next.

How to apply

Send your résumé to [Confidential Information] with a brief example of a difficult voice issue you resolved. Describe your evidence, verification, escalation decisions, and customer communication.