Senior Escalation Engineer

Here at Ooma we empower people to connect in smarter ways. We do this by creating powerful communication experiences through our cloud-based platform to bring people together at work and at home. Our solutions help small business owners stay connected with their customers and manage their businesses from anywhere. For larger companies we provide customized unified communications solutions to meet their unique needs. At home, we help our customers connect with their loved ones by providing the #1 rated VoIP phone service available. We also provide them with peace of mind through our innovative smart home security solution. At Ooma, all our products and services are priced competitively, because we believe advanced technology should be accessible to all. 

About the Role: 

The Senior Escalation Engineer at Ooma partners closely with software development, product management, and engineering teams to solve complex customer challenges and improve product quality. This role goes beyond traditional support—owning issues end-to-end, contributing to product validation efforts, and helping shape future features through hands-on testing and feedback. 

You’ll play a key role in bridging real-world customer environments with internal development by troubleshooting advanced issues, participating in proof-of-concept work, and ensuring solutions are practical, scalable, and reliable. This position blends deep technical support expertise with systems integration and product insight. 

What You’ll Do: 

• Debug and resolve complex field issues, driving them through to timely resolution 


• Perform hands-on, day-to-day 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 alignment with customer environments and real-world use cases 


• Execute testing, system integration, and Level 4 support for escalated customer issues  


• Collaborate cross-functional 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 

Experience We’re Looking For: 

• 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