[Hiring] Product Support Engineer @Telnyx

Role Description

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

• 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.

Qualifications

• 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.

Requirements

• 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/SDKs.
• Confidence with technology and the Internet.
• A natural curiosity and experience in applying technology to resolve customer issues.

Technologies We Use

• A variety of languages including Python, Java, Elixir, Scala, Go, Angular, and React.
• Open-source technologies like Cassandra, Spark, and ElasticSearch.
• Industry-standard build tooling, including Docker, Consul, Jenkins, Ansible, Github and Kubernetes.