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Product Support Engineer: AMER - Weekend Warrior (Remote Friendly) at Telnyx

Product Support Engineer for weekend and weekday support.
Remote
Argentina
Undisclosed salary

Telnyx is seeking a Product Support Engineer to join their team. This role involves providing support to Telnyx's growing customer base during weekends and weekdays, specifically from Wednesday to Sunday. The Product Support Engineer will be responsible for triaging and troubleshooting cases, working closely with operations and engineering teams.

In this role, the candidate will:

  • Troubleshoot VoIP/SIP calls and RTP packets using Wireshark and internal tools.
  • Replicate API issues using Postman and escalate them to the appropriate teams.
  • Analyze T.30 and T.38 Fax over IP packets using internal tools and Wireshark.
  • Run live packet captures from cloud servers on the Linux terminal.
  • Familiarize themselves with Telnyx's API and VoIP based products.
  • Monitor operational pager alerts.
  • Improve customer self-service through better processes and documentation.
  • Troubleshoot customer and vendor concerns efficiently.
  • Liaise with technical peers for resolution of escalated cases.

Telnyx is seeking candidates who have:

  • 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.
  • The ability to interact confidently with clients.
  • A problem-solving mindset.
  • Outgoing and socially interactive personality.
  • Self-starter attitude and initiative.
  • Effective prioritization skills.

Telnyx values:

  • Experience in a product support/application role.
  • Voice over IP experience with SIP or other related telephony protocols.
  • Understanding of general web technologies such as API/SDKs.
  • Experience working with SMS over SIP SIMPLE, SMPP or HTTP(API requests).
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Telnyx

Telnyx is a global connectivity leader building the future of interconnected communications. Through its private, multi-cloud IP network and intuitive APIs, Telnyx delivers innovative solutions that modernize connectivity between people, devices, and applications. The company transforms antiquated systems, automates manual processes, and solves real-world problems. Telnyx maintains financial stability and profitability, enabling investments in pioneering technologies and fostering continuous learning and growth for its team. The company's vision focuses on borderless connectivity that fuels limitless innovation.