Technical Product Support Engineer (Remote): Amer

Telnyx Llc; Ciudad de Mendoza; Remote; ARS 1,000,000 - 1,500,000; Full time

Job summary

Telnyx Llc is seeking an L3 Technical Support Engineer to provide high-level technical assistance to vendors for enterprise MFT solutions. You will build new workflows, update and support data transfers, and diagnose issues to ensure timely resolution.

Responsibilities include collaborating with internal teams, logging issues, and documenting knowledge while maintaining strong client relationships. Proficiency in Shell scripting, Linux, AIX, rsync, and SSH keys is essential.

Qualifications

• BS degree in Information Technology or related field.
• Experience with Linux and AIX commands and shell scripting.
• Familiarity with rsync and SSH keys is required/desired.
• Strong English verbal and written communication.

Responsibilities

• Provide technical-level assistance to vendors for MFT solutions.
• Build-out new workflows and support/repair of transfers.
• Diagnose and troubleshoot software/hardware issues and log all cases.
• Escalate unresolved issues to internal teams and track to resolution.
• Prepare accurate reports and document technical knowledge.

Skills

Linux

AIX commands

Shell scripting

Perl scripting

RSYNC

SSH keys

English communication

Education

BS degree in Information Technology

Tools

rsync

SSH

Job description

The Role:

We are seeking an L3 Technical Support Engineer to provide Technical-level assistance to our vendors. Will be responsible for several enterprise-level Managed File Transfer (MFT) solutions, which includes the build-out of new workflows, as well as updates and support/repairs of existing critical, time sensitive internal and B-2-B data transfers.

Responsibilities:

• Using client applications and tools, and adapt to client processes.
• Understanding large scale architecture and communicate with different responsible parties.
• Researching and identifying solutions to software/hardware issues.
• Diagnosing and troubleshooting technical issues including.
• Connecting to POS stores /clearing cache data/ pulling out logs/ uploading logs to SharePoint.
• Filling xml templates to send cache requests.
• Tracking computer system issues through to resolution, within agreed time limits.
• Properly escalating unresolved issues to appropriate internal teams (e.g. software teams).
• Referring to internal database or external resources to provide accurate tech solutions.
• Ensuring all issues are properly logged.
• Prioritizing and managing several open issues at one time.
• Following up with clients to ensure their IT systems are fully functional after troubleshooting.
• Preparing accurate and timely reports.
• Documenting technical knowledge in the form of notes and manuals.
• Maintaining jovial relationships with clients.

Requirements:

• BS degree in Information Technology, Computer Science or relevant field.
• Understanding of Linux and AIX commands (searching, copying files, moving files, appending files, permissions on files, etc…).
• Understanding of Environment Variables.
• Scripting in Shell is required.
• Scripting in Perl is desired.
• Understanding of rsync and SSH keys.
• Excellent verbal and written English communication skills.

IMPORTANT

Wednesday to Friday:

9:00 PM to 6:00 AM Lebanon time - 3:00 PM to 12:00 AM Argentina time.

Weekend:

3:00 PM to 12:00 AM Lebanon time - 9:00 AM to 6:00 PM Argentina time.

Monday and Tuesday OFF.