Remote Technical Product Support Engineer, AMER (Remote)

Description:

• Telnyx is an industry leader in global connectivity, building a private, global, multi-cloud IP network and providing hyperlocal edge technology through intuitive APIs.
• The company aims to transform and modernize outdated systems, automate manual processes, and solve real-world problems with innovative connectivity solutions.
• The working hours for this position are from 9am to 6pm CST, Monday to Friday.
• As a Product Support Engineer, you will work closely with operations and engineering teams to triage and troubleshoot cases.
• You will be responsible for troubleshooting VoIP/SIP calls and RTP packets using Wireshark and internal tools to assist customers or vendors in identifying call issues.
• You will replicate API issues reported by customers using Postman and either resolve or escalate these issues to the appropriate teams.
• Analyzing T.30 and T.38 Fax over IP packets using internal tools and Wireshark to troubleshoot faxing issues will also be part of your role.
• You will run live packet captures from cloud servers on the Linux terminal using Tshark.
• Familiarizing yourself with the company's API and VoIP products to assist customers with their setup inquiries is essential.
• Monitoring operational pager alerts efficiently and improving customer self-service through better processes and documentation are key responsibilities.
• You will troubleshoot customer and vendor concerns quickly and efficiently to maintain high standards of professional customer service.
• Liaising with technical peers for the resolution of escalated cases while communicating directly with customers through chat, calls, and email is expected.

Requirements:

• Knowledge of SIP, RTP, T.38, and other Fax over IP and Voice over IP protocols is required.
• Strong customer-focus, interpersonal, and communication skills are essential.
• Excellent listening and questioning skills, along with the ability to interact confidently with clients to assess problems and explain solutions, are necessary.
• A proactive approach to problem-solving and a desire to continually seek solutions is important.
• The ability to understand issues and requirements well in order to provide effective solutions is required.
• Candidates should be outgoing, socially interactive, and self-starters who take the initiative.
• The ability to balance daily workload and effectively prioritize tasks is crucial.
• Experience in a product support or application role is preferred.
• Voice over IP experience with the SIP signaling protocol or other related telephony protocols is beneficial.
• An understanding of general web technologies such as APIs and SDKs is necessary.
• Experience working with SMS over SIP SIMPLE, SMPP, or HTTP (API requests) is a plus.
• Confidence with technology and the Internet, along with a natural curiosity for applying technology to resolve customer issues, is valued.

Benefits:

• Joining Telnyx provides an opportunity to be part of a financially stable and profitable company that invests in pioneering technologies.
• The company fosters an environment of continuous learning and growth for its team members.
• Employees can contribute to an industry-shaping company while developing their own skills and careers.
• The role offers the chance to work remotely, providing flexibility in the work environment.