Product Support Engineer

Summary

Join Telnyx as a Product Support Engineer and become a key member of our team, working closely with operations and engineering to troubleshoot customer and vendor issues. You will monitor operational alerts, improve customer self-service, and liaise with technical peers to resolve escalated cases. This role requires strong communication, problem-solving, and interpersonal skills, along with experience in a product support/application role. The ideal candidate will possess a customer-focused attitude and a proactive approach to problem-solving. This is a remote position with a unique work schedule.

Requirements

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

Responsibilities

• 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

Benefits

#LI-REMOTE