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Global Service Support Engineer

4 hours ago

Ayala Alabang, National Capital Region, Philippines ULAP Networks Inc Full time

The Global Service Support Engineer (GSSE) is the frontline technical and customer-facing role responsible for delivering world-class support for ULAP's global customers, partners, and carriers. This includes Tier 1 support for ULAP's sovereign voice services, SBCaaS platform, SD-WAN solutions, enterprise connectivity, cloud infrastructure, and global network operations.

Customer & Technical Support

  • Provide Tier 1 technical support for ULAP's voice, SD-WAN, SIP/SBC, routing, and cloud services.

  • Perform initial diagnosis, troubleshooting, and triage for:

  • SD-WAN tunnels, edges, orchestration portals

  • SIP call flow issues, registration failures, RTP/media problems

  • Network routing, DNS, firewall/NAT, failover events

  • Assist customers with SD-WAN provisioning, device onboarding, configuration validation, and performance checks.

  • Log all incidents with complete technical details and follow escalation paths to Tier 2/3 or NOC.

Service Delivery & Incident Management

  • Monitor ULAP's SD-WAN controllers, voice infrastructure, and global backbone for alerts and service-impacting events.

  • Participate in incident response, including providing frontline diagnostics, pattern identification, and customer communication.

  • Support network failovers, path degradations, and SD-WAN dynamic routing incidents.

Quality & Documentation

  • Maintain accurate ticket documentation for voice and SD-WAN cases.

  • Update SD-WAN knowledge bases, playbooks, and troubleshooting guides.

  • Contribute to RCAs by documenting customer impact, timelines, and observed behaviors across voice and SD-WAN layers.

Customer Experience & Relationship Management

  • Deliver proactive, empathetic, and technically confident support to ULAP customers globally.

  • Provide clear guidance during high-severity outages, SD-WAN routing incidents, or voice impairments.

  • Build trust and reinforce ULAP's reputation for resilient, sovereign-grade global networks.

Job Type: Full-time

Pay: Php60, Php80,000.00 per month

Benefits:

  • Flexible schedule
  • Opportunities for promotion
  • Promotion to permanent employee

Work Location: In person