Technical Product Support Engineer

Summary

Join Telnyx as a Product Support Engineer and contribute to a growing, innovative company. You will troubleshoot VoIP/SIP calls, RTP packets, and fax issues using various tools like Wireshark and Postman. You will work closely with operations and engineering teams, providing excellent customer service through chat, calls, and email. This role requires strong communication and problem-solving skills, along with knowledge of VoIP protocols and web technologies. The position offers the opportunity to make a difference in a financially stable and profitable company.

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 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

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

• The working hours are 9am-6pm CST Monday to Friday
• #LI-REMOTE