• Investigate escalated voice-quality issues such as robotic audio, jitter, packet loss, one-way audio, latency, and dropped calls • Troubleshoot call routing and telephony behavior across SIP, VoIP infrastructure, and WebRTC applications • Analyze logs, signaling data, and call traces to identify root causes of calling issues • Support troubleshooting of inbound and outbound call failures, number reachability, and caller ID issues • Lead technical troubleshooting sessions with customers to investigate voice-quality and connectivity issues • Translate complex technical findings into clear explanations for customers and internal stakeholders • Maintain strong communication throughout investigations, particularly for high-impact or sensitive cases • Work closely with Engineering and Product teams to diagnose platform-level issues • Collaborate with telecom carriers such as Twilio and Bandwidth to investigate service behavior and routing problems • Help drive resolution of systemic issues affecting multiple customers • Train frontline support teams on voice-quality troubleshooting and escalation best practices • Improve escalation processes to ensure high-quality case handoffs • Create and maintain internal troubleshooting documentation • Monitor support trends and identify recurring voice-quality issues • Recommend improvements to product features, support processes, and customer troubleshooting workflows