Product Support Engineer
Description For Product Support Engineer
Telnyx is a pioneering company in global connectivity, building a private, global, multi-cloud IP network and bringing hyperlocal edge technology to users through intuitive APIs. As a Product Support Engineer at Telnyx, you'll be at the forefront of transforming and modernizing connectivity solutions.
Your role will involve troubleshooting VoIP/SIP calls, RTP packets, and faxing issues using tools like Wireshark and internal systems. You'll replicate and solve API issues, run packet captures on Linux servers, and become an expert in Telnyx's API and VoIP products to assist customers with setup inquiries.
Key responsibilities include:
- Analyzing and troubleshooting various communication protocols
- Monitoring operational alerts
- Improving customer self-service through better processes and documentation
- Liaising with technical peers for escalated cases
- Providing direct customer support through multiple channels
The ideal candidate will have knowledge of VoIP protocols, strong customer-focus, excellent communication skills, and a problem-solving mindset. Experience with technologies like Wireshark, Postman, Linux, and various communication protocols is highly valued.
Telnyx offers a unique opportunity to contribute to an industry-shaping company while growing your skills and career. They value diversity, provide high-grade tools for optimal work, and foster a collaborative, supportive environment. If you're passionate about technology and ready to shape the future of communications, this role at Telnyx could be your next big step.
Responsibilities For Product Support Engineer
- Troubleshoot VoIP/SIP calls and RTP packets using Wireshark and internal tools
- Replicate and solve API issues using Postman
- Analyze T.30 and T.38 Fax over IP packets to troubleshoot faxing issues
- Run live packet captures from cloud servers on Linux terminal using Tshark
- Familiarize with API and VoIP based products to help customers with setup inquiries
- Monitor operational pager alerts
- Improve customer self-service through better processes and documentation
- Troubleshoot customer and vendor concerns
- Liaise with technical peers for resolution of escalated cases
- Provide direct customer support through Chat, Call and Email
Requirements For Product Support Engineer
- 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
- Problem-solving mindset
- Self-starter attitude
- Ability to balance daily workload and multi-task
- Experience in a product support/application role
- Understanding of general web technologies such as API/SDK's
- Confidence with technology and the Internet
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