Network VoIP Support Engineer (Remote - LATAM)
At Vivant · Guatemala
Salary: US$1,500–2,500 a month
- Customer support
- Full-time
Where you can work from
Open to Guatemala
“Guatemala”
From the location.
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- Posted
- 12 February 2026
- First seen by us
- 9 October 2026
- Last checked
- 19 hours ago
Job description
From Vivant’s job post, as they wrote it.
Vivant is on a mission to eliminate business downtime. We guarantee 100% uptime for SMBs, and we’re looking for a Level 1-2 Support Engineers to help us deliver on that promise.
Essential Criteria
* Not Desktop Support: If your background is primarily hardware repair or general IT helpdesk, please do not apply.
* VoIP Expert: You must have hands-on experience with SIP trunks, PBX systems, and network routing.
Read the full description
* English Only: Supporting U.S. customers; English fluency is required. Resumes must be in English.
Requirements
Your day to day life as a Support Engineer:
* Answer incoming client calls related to VoIP, internet, or WIFI issues
* Work tickets involving call quality, dropped calls, network drops, or routing problems
* Run diagnostics (SIP traces, pings, traceroutes, MOS score review, packet loss checks)
* Assist with PBX provisioning, phone registration, and softphone setup
* Prioritize outages (phones down, internet down, WiFi down)
* Document every step clearly and communicate status updates professionally
* Escalate advanced issues to senior telecom engineers when appropriate
* Maintain ticket SLAs with clear, fast response times
Key Responsibilities:
* First-level support for VoIP, networking, and connectivity issues
* Troubleshoot SIP, call quality, latency, jitter, and registration failures
* Perform basic network troubleshooting (TCP/IP, DNS, DHCP, routing basics)
* Troubleshoot WiFi drops, access point connectivity, and cabling-related issues
* Provision phones, extensions, voicemail, call flows, and SIP trunk configs
* Manage and prioritize tickets through our help desk system
* Escalate complex problems with proper documentation
* Update knowledge base articles and internal processes
Minimum Requirements:
* 2+ years of VoIP or Network Support experience.
* Strong understanding of TCP/IP, DNS, DHCP, and NAT.
* Practical expertise with:
* SIP, PBX systems, and SIP trunks.
* Routers, switches, and WiFi troubleshooting.
* Experience with ticketing systems and remote customer rapport.
* Ability to communicate technical information clearly and simply to non-technical users.
* A driven and proactive mindset paired with a passion for continuous learning and making a meaningful impact on our company’s success.
* Solid understanding of key VoIP metrics such as MOS score, latency, jitter, and packet loss.
Nice to Have
* CompTIA Network+, CCNA, or VoIP-related certifications
* Experience in telecom, MSP, or VoIP carrier environment
* Experience with Poly, Grandstream, or cloud PBX platforms
Benefits
Why Vivant?
* Growth: Competitive salary + bonuses. We hire for impact and promote leaders.
* Culture: We value Reliability, Product Knowledge, and Autonomy.
* Impact: Help us eliminate the frustrations of internet and phone outages for good.
Schedule:
* Work hours aligned with the U.S. Central time zone between 8am - 5pm M-F
Compensation:
* Monthly Base Salary: $1,500 – $2,500 USD.
* Determining Factors: Final offer depends on technical expertise, years of relevant experience, and specific skills.
* Note: This range covers base pay only; all other benefits will be discussed during the offer stage.
Join Vivant and level up your career!
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