> Markdown version of [/jobs/ext/512506-application-support-engineer-ucaas-voip](https://www.wearedevelopers.com/jobs/ext/512506-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:** June 6, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=6715dc05ff6c3806

## About the Role

Do you have experience in Customer communication?, * 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., 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

- [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs)
- [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)
- [Tips on mastering remote job interviews](https://www.wearedevelopers.com/magazine/23-tips-on-mastering-remote-job-interviews)
- [The CAMARA Project: How Telcos Collaborating Improves Developer Experience](https://www.wearedevelopers.com/magazine/671-the-camara-project-how-telcos-collaborating-improves-developer-experience)
- [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers)