Tier One Telecom Support Engineer Remote

About the role

AireSpring is seeking a Tier One Telecom Support Engineer to provide remote technical assistance for telecom transport issues. You will work directly with customers, carriers and internal teams to quickly diagnose and resolve service disruptions while maintaining a high level of professionalism.

Key responsibilities

• Perform Layer 1 and Layer 2 OSI model testing, fault isolation, carrier testing, router log analysis, loop and head‑to‑head testing, and review performance statistics.
• Coordinate with CLECs, ILECs and customer vendors to troubleshoot and resolve transport problems.
• Handle inbound and outbound technical calls, create and manage internal and carrier trouble tickets, and ensure resolution within contracted SLAs.
• Communicate professionally via phone, email and chat, set clear expectations and follow up on escalated issues until satisfaction is achieved.
• Document all interactions, issues and resolutions accurately in ticketing systems.
• Identify the root cause of problems (hardware, software, user‑related) and advise on next steps.
• Provide end‑user training on telecom systems and troubleshooting procedures.
• Escalate complex issues to senior or lead technical staff as needed.

Required profile

• Strong troubleshooting abilities with a focus on telecom transport environments.
• Excellent verbal and written communication skills.
• Ability to manage multiple tickets and priorities in a fast‑paced setting.
• Customer‑focused attitude and professional demeanor.

Required skills

• OSI Layer 1 testing
• OSI Layer 2 testing
• Router log analysis
• Loop testing
• Head‑to‑head testing
• Performance statistics review
• Ticket management systems