Remote Technical Product Support Engineer

Summary

Join a growing, innovative company as a Product Support Engineer and contribute to shaping the future of global connectivity.

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

Benefits

Remote work