[Hiring] Technical 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

• 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.

Qualifications

• 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.

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/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.