As a Bilingual Technical Advance Support you’ll be the final escalation point for technical issues affecting our top-tier customers on the Ringover cloud-calling platform. You will troubleshoot complex voice, messaging, and API-driven workflows, deep-dive into logs and JSON payloads, and partner directly with Software Engineering to isolate defects and ship fixes. Your time will be split between reactive case work and proactive platform improvements.Key ResponsibilitiesAdvanced Case Handling — Own and resolve P1-P4 tickets for designated strategic accounts. Capture detailed repro steps, gather logs, SIP traces, and JSON responses; deliver clear RCA summaries to clients.Dev-Team Liaison — Reproduce bugs in staging, document findings, file Jira stories, and confirm fixes. Participate in daily stand-ups and post-mortems.Configuration & Change Management — Implement complex tenant settings (IVR, smart routing JSON, webhooks, API keys) while following change-control policies.Observability & Continuous Improvement — Build and maintain Grafana dashboards, define alert rules, and surface chronic issues or usage trends to Product.Required Skills & Experience3+ years in telecom or VoIP SaaS support with at least 1 year in a Level 2.Expert troubleshooting of SIP, RTP, WebRTC, and REST/GraphQL APIsComfort reading/editing JSON payloads and using tools like cURL or PostmanHands-on experience with Grafana, Loki/Prometheus,



and log-aggregation pipelinesSolid grasp of the software SDLC and chain-of-command in an agile environment; able to triage issues vs. bugs vs. feature requestsDemonstrated self-starter: you absorb documentation, lab setups, and training modules independently and share knowledgeClear, concise technical writing and customer-facing communication (English)Nice-to-HaveFamiliarity with Zendesk portalScripting experience (Python, Bash, Node) for log parsing or API automationExperience supporting WebSockets, STUN/TURN, or media gatewaysAI Vibe coderSuccess Indicators (First 6 Months)Resolve the majority of top-tier tickets without Engineering interventionPublish KB articles or runbooks that reduce Level 1/2 escalationsCompensation & Benefits (Colombia)Cesantías y Prima (13th salary): Included in accordance with Colombian labor lawHealth & Dental Insurance: Colmédica Zafiro Elite - individual coverage fully paid by RingoverWork Location: 100% RemoteWorking Schedule: 42 hours per weekWe’re an equal-opportunity employer and value diversity in all forms. If you’re passionate about flawless voice experiences and enjoy diving deep into packets and JSON, we’d love to meet you.The contract will be managed through a professional employer organization.Ringover is an Equal Opportunity Employer. All persons will receive consideration for employment without regard to any discrimination (race, color, religion, gender, sexual orientation...).#J-18808-Ljbffr

📌 Bilingual Technical Advance Support – Saas | Bogotá (Cundinamarca)
🏢 Ringover France
📍 Cundinamarca