What are the responsibilities and job description for the FoIP Support Engineer position at T38Fax?
T38Fax is seeking a talented Support Engineer with experience troubleshooting VoIP issues in a customer-facing role. We're excited to be scaling our customer support team to keep up with the rapid growth of our popular T.38 Fax Over IP (FoIP) service. We don't expect you to know much about T.38 or even fax at the outset - bring your networking and/or VoIP knowledge, and we'll teach you fax and FoIP (and maybe even SIP).
First, a Word About Fax
Fans of John Oliver’s “How Is This Still A Thing” segments might be amused to learn that fax remains deeply entrenched in the way many companies transact their daily business. Indeed, it seems fax is still very much a thing! MarketWatch reports that the global fax market is expected to reach $2.4 billion by 2022, growing at a sustained annual growth rate (CAGR) of 11% since 2016. A 2017 report by IDC even put that number at 25% growth annually! It’s especially surprising then, that most modern VoIP/SIP and cloud-based phone companies neither support fax over SIP nor understand how they might do so (until we show them how easy it is). Our fax-approved SIP trunks are ready to go today and fill a vital need in a growing and under-served industry that shows no signs of slowing down for many years to come.
About You
You are a proud, card-carrying tech-geek with a superhero’s penchant for helping others. You breathe all things engineering, innovation and data. Logic is your friend, and you use it generously. Equipped with an entrepreneurial attitude, you are relentlessly energetic and excited by new challenges. If you aren’t multi-tasking, it means you are under-challenged. You don’t just capture packets, you tame them.
Your Mission
- Enthusiastically provide enterprise-level customer support via email, phone and case management system
- Troubleshoot network, configuration, and connectivity issues related to VoIP/FoIP services
- Respond to customer inquiries regarding the function of their Session Initiation Protocol (SIP) trunk
- Escalate issues when necessary
- Take ownership of reported customer issues and see problems through to resolution
- Ensure proper recording and closure of all issues
- Write documentation, knowledge base articles and FAQs for use by both internal staff and customers
- Test interoperability of new VoIP/FoIP equipment and create user guides for various IP-PBX and SIP-compatible devices for use with our SIP Trunking service
Your Track Record & Skill Set
- Bachelors Degree in Computer Science or related field, or combination of education and experience may be considered
- Solid understanding of networking and networking protocols, in particular VoIP/SIP
- Experience with fax and/or FoIP a plus
- Experience with Wireshark
- Working knowledge of Linux/Unix Operating System
- Careful, methodical approach to troubleshooting complex technical issues
- Excellent written and verbal communications
- Excellent customer-facing skills
Your Style
- Customer satisfaction is your goal, and you pursue it relentlessly
- You have an unquenchable desire to learn
- You communicate clearly and concisely with technical and non-technical audiences
- You are a multi-tasker with the ability to properly prioritize
- You happily follow established procedures, but know when to propose improvements
Our Offer
- Competitive salary with annual profit sharing bonus
- Newly renovated office space conveniently located near public transport with in-house cafeteria & state-of-the-art gym
- Generous vacation allowance
- Health care
- 401(k)
- Casual, informal work environment
- Flyers season tickets (2 seats, with parking, shared with all staff)
- An open mind for new ideas and methodologies
- Some hard problems for you to help us solve
- A team of aces to work with
Our Story
Founded in 2016 and based in Conshohocken just outside of Philadelphia, PA, T38Fax provides fax-optimized SIP trunks to business customers within the US and Canada. We’re similar to a Voice Over IP (VoIP) phone company, except our network is optimized for fax transmissions instead of voice. Our product is unique and in high demand, we’re one of just a handful of companies that do this worldwide, and we have an exceptional reputation in the industry. In 2020, T38Fax was recognized by Inc. Magazine as one of the fastest growing companies in the US and by the Entrepreneurs Forum of Greater Philadelphia (EFGP) as one of the 100 fastest growing companies in the Philly metro area.
We remain small and agile, which makes this a fun, dynamic, and challenging place to work. The work environment is casual and, for the most part, informal. Expectations are high and excellence is encouraged and rewarded. We strive to make sure that we have a team-oriented group that can also work well independently. If you enjoy working in a high freedom, high demand environment with a small but talented group of people this may just be the job for you.
We offer a competitive benefits package including healthcare, a substantial number of paid days off (PTO), a generous profit-sharing plan, and access to our Flyers season tickets for yourself and a guest. We're a great group of people doing exceptional things for our customers and having fun doing it. Like any emerging growth company, this will be hard work, but more importantly, it will be fun and immensely rewarding. We think you already know if this is a position for you, and if so, we look forward to reviewing your application!
Are you The One? If so, please send your battle plan and a certificate of your super powers. Alternatively, a cover letter and resume will suffice. At least for now.
