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Customer Support

VoIP Technical Support Technician

RemoteFull-TimeU.S. business hours

This role requires hands-on Asterisk PBX experience - configuring extensions, voicemail, call routing, and time conditions yourself, not overseeing someone who does. You must be able to troubleshoot SIP problems at the protocol level and read logs to find the cause of a failed call. This is also a client-facing support role: you will be on the phone with clients, many of them non-technical, explaining what went wrong. If your VoIP experience is limited to a platform you never administered, or you are looking for backend-only work with no client contact, this role is likely not a fit.

Hands-on Asterisk PBX and SIP support for a managed service provider running hosted VoIP for its clients. You own tickets end to end - from the first client call to the fix - and you diagnose at the SIP, PBX, and network level, not by escalating.

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About this role

This is a mid-level to senior technical support role inside a managed service provider that runs hosted VoIP for its client base. The work is real troubleshooting: a client calls with dropped audio, a failed registration, or calls routing to the wrong place, and you find the actual cause - in the Asterisk configuration, in the SIP exchange, or in the network underneath it. You will administer PBXs day to day (extensions, voicemail, call routing, time conditions), read logs to trace call failures, and work alongside internal technical teams on the harder problems. Just as important, you talk to clients directly. Many of them are not technical, so you need to explain what went wrong and what happens next in language they understand, and keep them updated while the ticket is open. This is a fully remote position for a candidate based in the Philippines, working U.S. business hours.

What you’ll do

  • Administer Asterisk PBX systems day to day - extensions, voicemail, call routing, and time conditions
  • Troubleshoot SIP issues end to end: registration failures, call routing problems, one-way or missing audio, and call quality
  • Analyse PBX and SIP logs to trace call failures to their actual cause
  • Diagnose networking issues affecting voice traffic - IP addressing, DNS, NAT, and general connectivity
  • Own support tickets from first contact through to resolution, keeping the ticketing system accurate and current
  • Communicate directly with clients by phone and in writing, including clients with no technical background
  • Collaborate with internal technical teams on complex or escalated issues
  • Work independently in a fast-paced MSP environment supporting multiple hosted VoIP clients

What we’re looking for

  • Hands-on Asterisk PBX experience (mandatory)
  • Solid working knowledge of VoIP and SIP protocols
  • PBX administration: extensions, voicemail, call routing, and time conditions
  • SIP troubleshooting across registration, call quality, routing, and audio
  • Networking fundamentals: IP addressing, DNS, NAT, and connectivity
  • Strong client-facing communication, both on the phone and in writing
  • Experience working in a ticketing or support system
  • Log analysis and call failure troubleshooting
  • Mid-level to senior: strong independent troubleshooting, able to own problems without being walked through them

Nice to have

  • FreeSWITCH, Kamailio, or ConnectWise Manage (training available)
  • Experience supporting hosted VoIP or MSP clients
  • SIP troubleshooting tools and VoIP monitoring platforms
  • PSA platform experience

About F5 Global Talent

F5 Global Talent is a people-first company that hires experienced professionals and places them in long-term, fully remote roles with leading U.S. companies. We are your direct employer of record — we handle payroll, equipment, HR, and ongoing support, so you can focus on doing your best work. To date we have placed 500+ professionals, and 98% remain with their role past the first 90 days.

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Full-time, dedicated, remote. Complete the six steps below - it takes about ten minutes.

This role requires hands-on Asterisk PBX experience - configuring extensions, voicemail, call routing, and time conditions yourself, not overseeing someone who does. You must be able to troubleshoot SIP problems at the protocol level and read logs to find the cause of a failed call. This is also a client-facing support role: you will be on the phone with clients, many of them non-technical, explaining what went wrong. If your VoIP experience is limited to a platform you never administered, or you are looking for backend-only work with no client contact, this role is likely not a fit.

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