Technical Product Support Engineer (Remote): AMER
About Telnyx
Telnyx is an industry leader that's not just imagining the future of global connectivity—we're building it. From architecting and amplifying the reach of a private, global, multi-cloud IP network, to bringing hyperlocal edge technology right to your fingertips through intuitive APIs, we're shaping a new era of seamless interconnection between people, devices, and applications.
We're driven by a desire to transform and modernize what's antiquated, automate the manual, and solve real-world problems through innovative connectivity solutions. As a testament to our success, we're proud to stand as a financially stable and profitable company. Our robust profitability allows us not only to invest in pioneering technologies but also to foster an environment of continuous learning and growth for our team.
Our collective vision is a world where borderless connectivity fuels limitless innovation. By joining us, you can be part of laying the foundations for this interconnected future. We're currently seeking passionate individuals who are excited about the opportunity to contribute to an industry-shaping company while growing their own skills and careers.
The working hours are 9am-6pm CST Monday to Friday
The Role
As a Product Support Engineer, you are a motivated and enthusiastic individual with a passion for technology. You will work closely with our operations and engineering squads, triaging and troubleshooting frequent cases. Communication skills, flexibility and a desire to learn are essential, as well as the ability to work on multiple concurrent priorities through chat, tickets and calls.
This is a unique opportunity to join our team and make a difference in a growing, innovative company.
In This Role You Will
- Troubleshoot VoIP/SIP calls and RTP packets using Wireshark and our internal tools to help customers or vendors identify call issues.
- Replicate API issues reported by customers using Postman and either solve or escalate said issues to the appropriate teams.
- Analyze T.30(passthrough fax tones) and T.38 Fax over IP packets using our internal tools and Wireshark to troubleshoot faxing issues.
- Run live packet captures from cloud servers on the Linux terminal using Tshark.
- Familiarize yourself with our API and VoIP based products in order to help customers with their setup inquiries.
- Monitor operational pager alerts in an efficient and timely manner.
- Improve customer self service through better processes and documentation.
- Troubleshoot customer and vendor concerns quickly and efficiently to maintain the highest standards of professional customer service.
- Liaise with your technical peers for resolution of escalated cases.
- All while working directly with customers through Chat, Call and Email.
You May Be Fit For This Role If You Have
- SIP, RTP, T.38 and other Fax over IP and Voice over IP Protocol knowledge.
- Strong customer-focus, interpersonal and communication skills.
- Excellent listening and questioning skills, combined with the ability to interact confidently with clients to assess problems and explain solutions.
- Continually looking to solve problems.
- Understand issues and requirements well in order to provide solutions.
- Outgoing and socially interactive.
- A self starter looking to assist at any moment and to take the initiative.
- Balancing daily workload and multi-tasker who can effectively prioritize work.
What We Value
- Experience in a product support/application role.
- Voice over IP experience with the SIP signalling protocol or other related telephony protocols.
- An understanding of general web technologies such as API/SDK's.
- Experience working with SMS over SIP SIMPLE, SMPP or HTTP(API requests).
- Confidence with technology and the Internet.
- A natural curiosity and experience in applying technology to resolve customer issues.
Technologies We Use
- Wireshark for network packet analysis.
- Postman for API troubleshooting.
- Linux and the Linux terminal.
- Tshark to do live captures from the Linux terminal.
- Metabase, Graylog and Jira.