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

June 15

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Telnyx

Access an all-in-one communications platform and API with carrier-grade voice, data and messaging capabilities.

SIP Trunking • VoIP • Telephony Service • Carrier Grade Voice Services • cpaas

201 - 500

💰 $2.1M Seed Round on 2014-08

Description

• 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.

Requirements

• SIP, RTP, T.38 and other Fax over IP and Voice over IP Protocol knowledge. • Strong customer-focus, interpersonal and communication skills. • 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.

Benefits

• Rest days would be Monday and Tuesday • 9am to 6pm Chicago timezone CT

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