Sr. Support Specialist, Phones - Contract

Locai, Inc., doing business as PetDesk, develops software. The Company offers mobile application and reminder system for connecting pet parents and care providers. PetDesk serves customers in the State of California.

Location: Remote
Company size: 50–200
Posted: 3w ago
Via: Lever

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Job listing · Updated 17 AUG 2026

Sr. Support Specialist, Phones - Contract

PetDesk· MexicoView company profile

Job title: Sr. Support Specialist, Phones - Contract
Job location: Mexico
Job listing URL: https://jobs.lever.co/petdesk/68a7d4a0-7c92-4a09-9026-fd8fbdadf22f
Job description: About this Role:

This contractor will join the Phones Support team to handle complex technical issues related to VoIP, SIP, and PBX systems for multi-site clients. The role exists to strengthen the team’s capacity on advanced troubleshooting, reduce escalation volume, and improve first-contact resolution on network and call-quality problems. The contractor will work tickets daily, support remote diagnostics, and help document solutions so the wider team can scale more effectively.

This is a 100% remote contract position, based in Latin America (including Central America), with availability aligned to North American business hours, as agreed per engagement.

Fluency in English (both written and spoken) is required for this role. To apply for the this position, please submit your resume in English highlighting your qualifications.

Contractors must provide their own equipment (laptop, monitors, keyboard, mouse, etc.), stable internet connectivity, and dedicated workstations.

Tasks:

Diagnose and resolve SIP/VoIP connectivity issues, including NAT traversal, SDP mismatches, one-way audio, and packet loss, across 15+ client tickets per day

Administer and troubleshoot PBX systems at the call-flow and trunk-configuration level, not just individual device settings

Remotely diagnose network-level issues at client sites, including router/firewall checks, and guide non-technical client staff through resolution steps via phone or screen share

Provision and configure IP phones (Yealink, Grandstream, Polycom-class devices) for new and existing client accounts

Manage and resolve client-facing tickets in the ticketing system daily, maintaining SLA adherence and clear written communication throughout

Document recurring technical issues and solutions in the internal knowledge base for team-wide use

Requirements:

2-4 years of experience in technical VoIP/PBX support, with demonstrated experience on multi-site or enterprise-scale PBX deployments

Solid working knowledge of SIP protocol, RTP/RTCP, PBX call routing/configuration, codec-related call quality issues, and common VoIP failure modes

Working knowledge of networking fundamentals: subnetting/VLANs, QoS configuration, and packet capture analysis (Wireshark or equivalent)

Hands-on experience provisioning and configuring IP phones across multiple hardware vendors

Strong written English communication for client-facing correspondence

Demonstrated ownership — able to see a complex technical issue through to full resolution without heavy oversight