Senior Escalation Engineer

12 hours, 15 minutes ago
Full-time
Lead
Quality Assurance and Testing
Ooma, Inc.

Ooma, Inc.

Ooma, Inc. is a telecommunications company based in Palo Alto, California, founded in 2004. It specializes in Voice over Internet Protocol (VoIP) solutions, evolving from residential free-calling devices to comprehensive cloud-based communication services for both homes and businesses. Ooma initially gained attention with its hardware like the Ooma Hub and Scout, which allowed for free calling through innovative peer-to-peer technology. The company has transitioned to a subscription model, offering services such as Ooma Premier for residential users and Ooma Office, a cloud-based VoIP system designed for businesses. Ooma has expanded its offerings through strategic acquisitions, including Voxter, Broadsmart, and OnSIP, enhancing its cloud communications capabilities. With a focus on recurring revenue, Ooma targets both individual consumers and small to medium-sized businesses, providing affordable and efficient telephony solutions.

telecommunications
1001-5000
Founded 2003

Description

  • Debug and resolve complex field issues through timely resolution.
  • Perform hands-on troubleshooting across voice, fax, fire alarm signaling, and remote programming workflows in production environments.
  • Partner with engineering teams to identify product deficiencies and develop effective solutions.
  • Provide clear, actionable feedback to improve product quality and reliability.
  • Review and validate test setups to ensure they align with customer environments and real-world use cases.
  • Execute testing, system integration, and Level 4 support for escalated customer issues.
  • Collaborate cross-functionally to support the development of new features and bug fixes.
  • Analyze system behavior and test results to ensure solutions meet customer and field requirements.
  • Leverage AI tools to improve support productivity, streamline workflows, and reduce resolution times.

Requirements

  • 8+ years of experience working with VoIP, modems, alarm systems, and related technologies.
  • Strong expertise in VoIP protocols and advanced diagnostics, including SIP traces, PCAP analysis, and signaling logs.
  • Hands-on experience with alarm signaling formats such as SIA8, SIA 20, Contact ID, SK 4/2, BFSK 14, and BFSK 23.
  • Familiarity with Modem over IP technologies, including Voice Band Data and Modem Relay.
  • Proven background in system integration across voice systems, modem technologies, and fire alarm platforms.
  • Experience using scripting or automation to streamline workflows and repetitive tasks.
  • Ability to navigate evolving priorities and adapt to changing customer and technical needs.
  • Clear communicator with strong collaboration, organization, and problem-solving skills.
  • Experience working closely with software development, product management, and engineering teams (preferred).

Benefits

  • Competitive compensation, including a base salary range of $104,500 to $135,000 in the San Francisco Bay Area.
  • Eligible for bonuses, sales incentives, and/or RSUs.
  • Comprehensive Medical, Dental, and Vision insurance for employees and eligible dependents.
  • Employer-paid income protection benefits, including Basic Life, AD&D, Short-Term Disability, and Long-Term Disability.
  • 401(k) with employer match and Roth option.
  • Employee Stock Purchase Plan (ESPP).
  • Paid time off, sick time, and corporate holidays.
  • Employee Assistance Program, commuter benefits, and other wellness/life balance perks such as travel assistance and identity theft support.

Interested in this position?

Apply directly on the company website

Apply Now

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