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 Responsibilities

Advanced 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 & Experience

3+ 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 APIs
Comfort reading/editing JSON payloads and using tools like cURL or Postman
Hands-on experience with Grafana, Loki/Prometheus, and log-aggregation pipelines
Solid grasp of the software SDLC and chain-of-command in an agile environment; able to triage issues vs. bugs vs. feature requests
Demonstrated self-starter: you absorb documentation, lab setups, and training modules independently and share knowledge
Clear, concise technical writing and customer-facing communication (English)

Nice-to-Have

Familiarity with Zendesk portal
Scripting experience (Python, Bash, Node) for log parsing or API automation
Experience supporting WebSockets, STUN/TURN, or media gateways
AI Vibe co

📌 Bilingual Technical Advance Support – SaaS | Bogotá
🏢 Ringover ES
📍 Bogotá