What are the responsibilities and job description for the Product Support Engineer: AMER - Weekend Warrior (Remote Friendly) position at Telnyx?
About Telnyx
Telnyx is an industry leader that's not just imagining the future of global connectivity—we're building it. From architecting and amplifying the reach of a private, global, multi-cloud IP network, to bringing hyperlocal edge technology right to your fingertips through intuitive APIs, we're shaping a new era of seamless interconnection between people, devices, and applications.
We're driven by a desire to transform and modernize what's antiquated, automate the manual, and solve real-world problems through innovative connectivity solutions. As a testament to our success, we're proud to stand as a financially stable and profitable company. Our robust profitability allows us not only to invest in pioneering technologies but also to foster an environment of continuous learning and growth for our team.
Our collective vision is a world where borderless connectivity fuels limitless innovation. By joining us, you can be part of laying the foundations for this interconnected future. We're currently seeking passionate individuals who are excited about the opportunity to contribute to an industry-shaping company while growing their own skills and careers.
We are looking for Weekend Warriors to support our growing customer base throughout the weekend and during the week. Weekend Warriors would work 5 days a week from Wednesday to Sunday.
The Role
As a Product Support Engineer, you are a motivated and enthusiastic individual with a passion for technology. You will work closely with our operations and engineering squads, triaging and troubleshooting frequent cases. Communication skills, flexibility and a desire to learn are essential, as well as the ability to work on multiple concurrent priorities through chat, tickets and calls.
This is a unique opportunity to join our team and make a difference in a growing, innovative company.
In This Role You Will
Telnyx is an industry leader that's not just imagining the future of global connectivity—we're building it. From architecting and amplifying the reach of a private, global, multi-cloud IP network, to bringing hyperlocal edge technology right to your fingertips through intuitive APIs, we're shaping a new era of seamless interconnection between people, devices, and applications.
We're driven by a desire to transform and modernize what's antiquated, automate the manual, and solve real-world problems through innovative connectivity solutions. As a testament to our success, we're proud to stand as a financially stable and profitable company. Our robust profitability allows us not only to invest in pioneering technologies but also to foster an environment of continuous learning and growth for our team.
Our collective vision is a world where borderless connectivity fuels limitless innovation. By joining us, you can be part of laying the foundations for this interconnected future. We're currently seeking passionate individuals who are excited about the opportunity to contribute to an industry-shaping company while growing their own skills and careers.
We are looking for Weekend Warriors to support our growing customer base throughout the weekend and during the week. Weekend Warriors would work 5 days a week from Wednesday to Sunday.
The Role
As a Product Support Engineer, you are a motivated and enthusiastic individual with a passion for technology. You will work closely with our operations and engineering squads, triaging and troubleshooting frequent cases. Communication skills, flexibility and a desire to learn are essential, as well as the ability to work on multiple concurrent priorities through chat, tickets and calls.
This is a unique opportunity to join our team and make a difference in a growing, innovative company.
In This Role You Will
- 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.
- 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.
- 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.
- 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.
- Wireshark for network packet analysis.
- Postman for API troubleshooting.
- Linux and the Linux terminal.
- Tshark to do live captures from the Linux terminal.
- Metabase, Graylog and Jira.
- 5 day week: 9 hour shift with 1 hour break.
- Saturday & Sunday is a set working day.
- Working days for this role would be Wednesday, Thursday, Friday, Saturday and Sunday.
- Rest days would be Monday and Tuesday.
- 9am to 6pm Chicago timezone CT
- Wednesday to Sunday