Job Post

Network Escalations Engineer
10 Wilson Road
Cambridge, MA 02140

Network Escalations Engineer

We're on a mission to transform global workplace communication, and we need your help.

How do you prefer to collaborate with your colleagues? By phone, video, instant message, or even text? Fuze is making it easy for businesses to embrace the modern, mobile workforce. We offer a single cloud-based platform that includes these technologies and more for simple, smart communication that works. Headquartered in Cambridge, MA with offices and customers worldwide, we're growing at a lightning-fast speed to meet the demands of the evolving unified communications as a service (UCaaS) market.


  • Work as Tier II network escalation contact for the Network Engineering team
  • Own and manage technical escalations within the Network Engineering team
  • Work to resolve technical network-related issues as an individual or utilizing other group resources
  • Advise on suggested policy and procedural changes based on escalations to improve processes
  • Document escalations for training purposes within the Network Support team
  • Participate in network ticketing system rotation for customer-initiated network-related issues
  • Participate in call center environment for customer-initiated network-related issues
  • Prioritize incoming tickets and assign to Network Support Engineers
  • Work with other Support Teams in coordinated effort to resolve issues
  • Update Senior Management staff on critical issues
  • Participate in after-hours On-call rotation
  • Serve as a mentor to Network Support Engineers
  • Monitor ticket queue volume for Network Support Engineers and assist in on-going issues
  • Highly motivated / self-starter


  • Comfortable interfacing directly with the customer and business partner is essential
  • Thrive in fast-paced high pressure environment
  • Ability to diffuse hostile situations and work with contentious customers
  • Strong SiP troubleshooting experience over both UDP and TLS
  • Firm understanding of call flows and related SiP messages
  • Experience with PBX functionality or in Telecom (e.g. extensions, voicemail, AA, IVR, Agents, Queues, Analytics, Mobile)
  • Strong LAN troubleshooting experience, including VLAN issues (802.1q, CDP/LLDP. DHCP Options), Spanning-Tree, Authentication (802.1x), MTU and MAC filtering issues;
  • Solid understanding of firewall concepts, including NAT, IP & TCP/UDP-based ACLs and Policies, Session Timeouts, ALGs.
  • 3+ years’ experience with data networking at the CLI (e.g. Routers, Switches, Firewalls; specifically, Cisco, Adtran, Juniper)
  • Experience with QoS, CoS and DSCP/IPP tagging
  • Ability to perform and understand output of packet captures in regards to SiP and RTP messages
  • Knowledge of WAN media including T1/E1-based circuits, Ethernet circuits, knowledge of WAN protocols including PPP, Frame Relay, Ethernet, encapsulated Ethernet, knowledge of MPLS
  • Strong static and dynamic routing experience, specifically eBGP; basic understanding of policy-based routing is a plus, experience in OSPF and EIGRP a plus
  • Basic knowledge in Digium’s Asterisk a plus
  • Experience in provisioning Cisco, Polycom, Avaya, Yealink phones a plus
  • Experience in SiP trunking a plus
  • Experience with VoIP over WiFI a plus


Category: IT/Systems/Networking

See What It's Like To Work Here

Formerly ThinkingPhones, Fuze is a global, cloud-based #UC platform allowing the modern, mobile workforce to communicate anytime, anywhere, across any device.

More Jobs From This Company

60 day posting for only $99

Similar Jobs