Escalation Engineer

Philippines (Hybrid)
Technical Support


  • Provide 24/7/365 level 2 support services to business customers/end users via ticketing system, chat platforms, phone calls, and/or remote access
  • Perform level 2 service and change requests; ensure proper change tracking
  • Troubleshoot network and platform issues from a server-side perspective
  • Primarily responsible for monitoring all business and infrastructure events by responding to any number of alarms, alerts, or abnormal behaviors detected through reactive or proactive monitoring
  • Primary point of contact of third-party service providers who will be contacted for interconnections, issues, outages, and troubleshooting
  • Oversee different support channels within the shift to ensure all issues/requests/incidents are addressed properly
  • Oversee general or global issues and ensure awareness among all relevant team members
  • Collaborate in training and mentoring junior team members.


  • Experience with VoIP implementation and support, specific configuration of SIP Endpoints, and troubleshooting SIP telephony challenges.
  • 2+ years experience working in a global technical or support role within telecommunications, data network, or application server environment.
  • Demonstrated understanding of network topologies, Linux server-client environments, and telecommunication environments with a focus on SIP.
  • Understanding of packet analysis and packet capture utilities.
  • Ability to work in a fast-paced environment with dynamic priority evolution.
  • Ability to execute responsibilities with a high sense of urgency and a willingness to drive issues forward within established processes.
  • Professional was written and verbal communication skills.
  • Amenable to work on a shifting schedule.


  • Great career growth opportunity to develop within the Company
  • Learning culture- We invest greatly in learning and developing professional and personal skills
  • Working in a truly international team on truly international and multi-regional projects
  • Private health insurance with 1 dependent
  • Hybrid work set-up
  • Internet allowance during Work From Home
  • Reimbursable Medicine and Psychiatric/Psychological Consultations
  • Monthly Engagement Activity
  • Customer Satisfaction Incentive

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Company Description

CommPeak makes cloud-based communication easier and more affordable, empowering people with superior quality products. Our solutions, including A-Z VoIP termination, predictive Dialer, Cloud PBX, and more, enable companies to create customized solutions based on unique business models.

CommPeak International Team

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I love working in CommPeak because I can feel the unity we create within our diversity.

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