[Hiring] Technical Product Support Engineer @Telnyx

Role Description

We're looking for a curious, technically-minded problem solver — not someone to just close tickets. You'll troubleshoot complex customer issues across voice, messaging, APIs, IoT, and AI products, digging into networking problems, debugging integrations, and analysing logs alongside engineering teams. But this role goes further: we're building an AI-first support model, and as you develop product expertise, you'll help shape it — building bots, automating workflows, and turning repetitive tasks into cron jobs. If you've ever spotted a repetitive task and actually built the fix for it, you'll fit right in. A background in software engineering, networking, or a related technical field (however you got there) is ideal — We care about what you can do, not where you learned it.

What You'll Do

• Troubleshoot complex customer issues across networking, APIs, and communications products
• Investigate using tools like Postman, cURL, Wireshark, Linux terminal and our internal tooling
• Collaborate with customers, vendors, and engineering teams to resolve cases
• Automate by contributing to bot-building and workflow automation
• Document solutions and improve self-service resources
• Learn VoIP protocols, internal systems, and new technologies as the role evolves

Your Toolkit

• Troubleshooting: Postman, cURL, Wireshark, sngrep, Linux terminal
• Ticketing and Comms: Zendesk, Slack
• Collaboration: Google Workspace (Gmail, Calendar, Docs, Sheets, Meet)
• Automation: n8n, Zapier, OpenClaw (internal AI platform), scripting (Python, Bash, etc.)
• Version Control: GitHub
• Analytics: Metabase, Graylog, Jira

Qualifications

• Background in Computer Science, IT, networking, or equivalent hands-on experience
• Solid understanding of networking fundamentals, including DNS, routing, IP addressing, and HTTP/HTTPS
• Comfortable with REST APIs, webhooks, and tools like Postman or cURL
• Proficient in navigating Linux terminal, reading logs, and running commands
• Strong problem-solving mindset with the ability to dig into issues and ask good questions
• Highly proficient in English, both written and verbal, owning customer communication and technical documentation

Nice-to-Have

• Familiarity with scripting or programming (Python, Bash, JavaScript, or similar)
• Understanding of AI concepts such as RAG, MCPs, embeddings, and prompt engineering
• Experience using n8n, Zapier, Git/GitHub, or similar

Requirements

• This role operates on AMER timezone, 9am–6pm Monday to Friday