Product Support Engineer

Summary

Join Telnyx as a Product Support Engineer and become a Weekend Warrior, working a 5-day week (Wednesday-Sunday) supporting our growing customer base. You will troubleshoot VoIP/SIP calls, replicate API issues, analyze fax packets, run live packet captures, and improve customer self-service. Strong communication, problem-solving, and technical skills are essential. This role offers the opportunity to contribute to an innovative company and grow your career. The position involves working closely with operations and engineering teams to resolve customer and vendor issues.

Requirements

• 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

Responsibilities

• 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
• 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

Preferred Qualifications

• 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

Benefits

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