VoIP Technical Support Engineer (Level 2) - Barcelona

VoIP Technical Support Engineer (Level 2) – Barcelona

Enreach is a company committed to delivering value to its customers and supporting the professional growth of its team. As a leading provider of IP telephony and Unified Communications as a Service (UCaaS) in Europe, we take pride in offering a comprehensive portfolio of collaborative technologies and converged telecom services for businesses, including Unified Communications, Contact Center services, collaboration tools, Cloud PBX and SIP Trunking, among others.

We believe in collective leadership and build our organization on values such as closeness, flexibility, respect, and innovation.

Within the Operations team, you will play a key role as a VoIP Technical Support Engineer (Level 2) , helping ensure the continuity and quality of Enreach services by delivering agile, high-level technical support to our customers.

HOW?

• Provide advanced technical support (Level 2) for VoIP incidents: analyze and troubleshoot issues to restore services efficiently and ensure smooth operation of all Enreach services.
• Manage and resolve incidents in line with SLAs, ensuring timely response and resolution within agreed service levels.
• Maintain detailed documentation : log incidents, operational processes and projects, ensuring full traceability and knowledge sharing within the team.
• Contribute to VoIP project implementations: support the deployment of solutions on customer network infrastructures, providing technical recommendations and adjustments to optimize performance.
• Perform preventive and corrective maintenance to minimize risks and ensure all systems and services remain fully operational.
• Work in a multicultural and international environment , collaborating with teams across different countries and providing cross-support within the Enreach group.
• Provide support to the indirect channel (partners) :
• Onboard new partners, including initial training and configuration of our BSS platform (Operator).
• Act as a point of contact for partners’ technical and functional queries.
• Provide occasional support during technical pre‑sales activities (including demos).
• Manage the BSS platform: configure offers and pricing, and monitor monthly billing processes at platform level.
• Perform ad hoc configuration of services (Smart Apps) for selected partners or customers.

From day one, you will receive comprehensive training on the Enreach products you will support.

WHAT DO WE EXPECT OF YOU?

• At least 3 years of experience in similar roles, preferably in technical support positions involving telecom systems and incident management.
• Strong knowledge of telephony systems and PBX platforms based on VoIP , as well as SIP trunking .
• Experience or familiarity with tools and technologies such as Asterisk, SIP, WebRTC, Linux, Kamailio, web servers, application servers, AWS, and databases .
• Experience in project implementation , particularly in deploying telephony systems at customer sites.
• Educational background in Telecommunications Engineering or a related field is a plus.
• Professional level of English is required to work in an international, multicultural environment.
• Strong teamwork skills , with a proactive mindset and the ability to manage multiple tasks effectively.
• Customer‑oriented mindset with excellent communication skills to resolve issues clearly and efficiently.

WHAT CAN YOU EXPECT FROM ENREACH?

• A stable, long‑term opportunity with a permanent contract and flexible compensation options (meal vouchers, transport, childcare, private health insurance).
• Flexible working hours , including shorter working days on Fridays.
• A hybrid working model , combining the benefits of remote work with in‑office collaboration in Barcelona (minimum 2 days per week), fostering team connection.
• A collaborative environment that promotes autonomy and encourages initiative and continuous improvement (holacracy).
• Modern, centrally located offices with open and bright spaces, including kitchen areas, relaxation spaces, arcade machine, and daily coffee, tea, and fresh fruit.

We are committed to promoting equality in the workplace . We strive to ensure equal opportunities and remove any barriers to professional growth and development. It is important to us that everyone feels welcomed and uniquely valued, which is why we actively foster a diverse and inclusive work environment .

We celebrate diversity because it drives creativity, entrepreneurship and innovation.