> Markdown version of [/jobs/ext/2001986-application-support-engineer-ucaas-voip](https://www.wearedevelopers.com/jobs/ext/2001986-application-support-engineer-ucaas-voip). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Application Support Engineer - UCaaS / VOIP - **Company:** Cytracom, LLC - **Location:** McKinney, TX, United States - **Contract:** Permanent contract - **Skills:** Automatic Call Distributor, VoIP, System Configuration, Network Congestion, Networking Hardware, Session Initiation Protocols, Log Analysis, Queue Management Systems, Network Routers, Low Latency, Zendesk - **Published:** August 9, 2026 - **Apply:** https://www.wayup.com/i-j-Application-Support-Engineer-UCaaS-VOIP-Cytracom-501935642838223/ ## About the Role + Ability to thrive under pressure + Creative and analytical thinking + Problem-solving mindset + Self-managed + Ability to multitask effectively + Passion for technology and their work + Working knowledge of Zendesk + De-escalation techniques + Strong empathy for the customer and the ability to tailor communication for the given audience, + Self-disciplined + Team player + Detail-oriented + Inquisitive nature + Commitment to excellence ## Description The Application Support Engineer serves as a frontline technical expert for our UCaaS and VoIP platform, delivering fast, accurate, and customer-focused support to end-users and partners. This role plays a critical part in customer retention, product adoption, and overall experience by resolving issues efficiently and ensuring seamless communication services. You will be the first technical voice customers interact with, setting the tone for trust, clarity, and confidence in our platform. Success in this role directly impacts customer satisfaction, churn prevention, and long-term growth., Provide world-class technical support through clear troubleshooting, proactive communication, and efficient resolution of voice, networking, and platform-related issues. You will: + Diagnose and resolve VoIP, PBX, SIP, networking, and hardware-related issues + Support customer onboarding and technical implementations + Collaborate cross-functionally to resolve complex cases + Follow structured escalation paths while owning customer outcomes This role requires technical curiosity, accountability, and a strong customer-first mindset. Technical Support & Troubleshooting + Diagnose and resolve VoIP call quality issues (latency, jitter, packet loss, QoS, SIP signaling) + Troubleshoot PBX configurations, call routing, device provisioning, and number management + Support hardware setup including IP phones, routers, and networking equipment + Assist with fax (Cfax) troubleshooting and integrations + Work with third-party vendors and carriers when necessary to drive resolution + Analyze logs, traces, and system behavior to determine root cause Ticket & Queue Management + Manage Zendesk tickets, calls, and chats with strong prioritization skills + Meet and exceed SLAs while maintaining high-quality documentation + Own your backlog and proactively escalate risks to SLA compliance + Maintain accurate case notes and technical documentation Customer Experience & Communication + Communicate technical concepts clearly to both technical and non-technical customers + Set expectations effectively and follow through until resolution + Turn escalations into opportunities to reinforce trust + Deliver high CSAT through professionalism and empathy Collaboration & Escalation + Triage and escalate complex issues to T2/T3 teams when appropriate + Provide complete technical context during handoffs + Participate in daily stand-ups and team collaboration sessions + Contribute to knowledge base improvements and documentation updates Operational Excellence + Participate in an on-call rotation and meet escalation SLAs + Continuously expand product and integration knowledge + Contribute feedback to Product and Engineering based on customer trends + Meet defined KPIs for resolution time, CSAT, ticket quality, and productivity ## Related Videos - [Getting under the skin: The Social Engineering techniques](https://www.wearedevelopers.com/videos/38-getting-under-the-skin-the-social-engineering-techniques) - [The AI Agent Path to Prod: Building for Reliability](https://www.wearedevelopers.com/videos/1523-the-ai-agent-path-to-prod-building-for-reliability) - [Swapping Low Latency Data Storage Under High Load](https://www.wearedevelopers.com/videos/746-swapping-low-latency-data-storage-under-high-load) - [The Vonage Trivia Voyage: Quiz Your Way to the Top!](https://www.wearedevelopers.com/videos/1077-the-vonage-trivia-voyage-quiz-your-way-to-the-top) - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [Develop, test and run a communications application in a serverless cloud](https://www.wearedevelopers.com/videos/760-develop-test-and-run-a-communications-application-in-a-serverless-cloud) ## Related Articles - [Remote Work: Best Practices for Developers](https://www.wearedevelopers.com/magazine/315-remote-work-best-practices-for-developers) - [Mastering Remote Work: Tips for Developers](https://www.wearedevelopers.com/magazine/558-mastering-remote-work-tips-for-developers) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [The CAMARA Project: How Telcos Collaborating Improves Developer Experience](https://www.wearedevelopers.com/magazine/671-the-camara-project-how-telcos-collaborating-improves-developer-experience) - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again)