Synergybeam

🎧 Senior VoIP Engineer

Synergy Beam Solutions is at the forefront of IT and cybersecurity, currently building a state-of-the-art telecommunications platform designed for high-performance call centers worldwide. We are seeking a Senior VoIP Engineer to be a foundational member of our engineering team, driving the architecture, scaling, and reliability of our core SIP-based SaaS platform.

Join us if you are passionate about tackling complex challenges and redefining communication and emergency systems globally.

🎯 Your Impact:

You will lead the design and maintenance of mission-critical, real-time voice systems. Your focus will be on ensuring unparalleled reliability, scalability, and security while enhancing voice quality and observability across our global cloud infrastructure.

Key Responsibilities:

• Architect & Optimize: Design, develop, and maintain high-performance SIP and RTP-based VoIP systems, serving as the subject matter expert on core VoIP protocols.
• Deep Troubleshooting: Utilize expert-level skills to diagnose and resolve complex routing, codec, and signaling issues using packet captures (Wireshark), logs, and SIP traces.
• Protocol & Network Tuning: Proactively optimize network performance across critical protocols (SIP, RTP, TCP/IP, DNS, NAT, and firewall rules).
• Ecosystem Integration: Integrate, support, and ensure seamless interoperability between PBX systems, SBCs, and modern cloud VoIP environments.
• Quality Assurance: Define, monitor, and aggressively improve call quality metrics (MOS, jitter, latency) through proactive performance tuning.
• Feature Leadership: Lead the technical architecture and deployment of advanced voice applications, including real-time transcription, AMD/VMD (Answering Machine Detection), and next-generation AI-driven voice features.
• Escalation Point: Act as the final point of technical escalation for intricate VoIP incidents, effectively coordinating with internal teams and external vendors.

⚙️ Technical Requirements:

• Experience: 6+ years in software engineering, with a minimum of 4 years dedicated to VoIP/SIP development.
• Core Platforms: Deep, hands-on experience with core VoIP infrastructure components, specifically Freeswitch and Kamailio.
• Programming: Proficiency in scripting and development with Lua and Python. (Experience with Go or C/C++ is a significant plus).
• Networking Expertise: Expert-level command of network protocols and advanced debugging tools (Wireshark, SIPp, libpcap, Linux/BSD sockets).
• Cloud & WebRTC: Practical experience with WebRTC, configuring and managing TURN/STUN servers, and deploying solutions on major cloud platforms (AWS, Google Cloud, Cloudflare).
• Hardware Familiarity: Understanding of traditional telecom hardware, including GSM, E1 gateways, and serial-connected devices.
• Scalability: Proven track record in building highly scalable systems and implementing effective automated testing frameworks.

Desired Skills (Nice-to-Have):

• Hands-on knowledge of call flow simulation tools and SIP testing frameworks.
• Experience designing and implementing RESTful APIs and scalable microservices.
• Familiarity with global network routing principles and optimization techniques.
• Experience with embedded systems or SIP hardware devices.
• Background in implementing AI/ML-driven features within VoIP solutions.

Customer Technical Support Engineer – Tier 1 (LATAM)

Synergy Beam Solutions is innovating the future of telecommunications for modern call center operations. As we launch our next-generation platform, we're seeking a passionate and sharp Tier 1 Customer Technical Support Engineer to join our fully Remote LATAM team.

You will be the front line of technical support for our clients across Latin America, responsible for resolving issues, documenting solutions, and ensuring every customer interaction is exceptional.

What You'll Be Doing:

• Own the Customer Experience: Serve as the primary point of contact (L1) for our business and communication application users, delivering timely and professional support.
• Investigate and Resolve: Efficiently troubleshoot, reproduce, and document customer issues end-to-end within our ticketing system.
• Drive Process Improvement: Identify and report on recurring technical issues, contributing insights to reduce future problems and enhance product stability.
• Build Knowledge: Maintain and expand our internal Knowledge Base and refine IT process templates for better team efficiency.
• Communicate Clearly: Translate complex technical issues into clear, actionable updates for customers, ensuring swift incident resolution.

What You Bring to the Team:

• Experience: At least 1 year in a dedicated Technical Support, Helpdesk, or IT role.
• Technical Acumen: Proven ability to troubleshoot application workflows, understand business logic, and utilize tools like Google Chrome Developer Tools.
• Communication: Exceptional customer communication skills (written and verbal).
• Language: Professional working proficiency in English (B2/Upper-Intermediate or higher).
• Mindset: Highly reliable, organized, and detail-oriented, with the flexibility to cover shifts needed to support our LATAM client base.

Great to Have (Bonus Skills):

• Familiarity with monitoring and logging tools such as Prometheus, Grafana, Kibana, or the ELK stack.
• Basic understanding of Jira, SQL, HTTP/API fundamentals, or VoIP systems.
• Experience with Kubernetes or general containerized environments.