Technical Product Support Engineer (Remote): AMER

Telnyx; Brasil; Teletrabalho; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

Join a dynamic and innovative company as a Product Support Engineer, where you'll leverage your passion for technology to enhance customer experiences. In this role, you will troubleshoot VoIP and SIP calls, analyze API issues, and engage directly with customers to resolve their inquiries. This is a unique opportunity to make a significant impact in a growing team, where your problem-solving skills and technical knowledge will shine. If you're a self-starter with a keen interest in technology and customer service, this role is perfect for you!

Qualificações

• Experience in product support/application roles with VoIP knowledge.
• Strong customer service skills and ability to troubleshoot effectively.

Responsabilidades

• Troubleshoot VoIP/SIP calls and RTP packets using internal tools.
• Replicate API issues and assist customers through chat, call, and email.

Conhecimentos

Communication Skills

Problem-Solving

Customer Focus

Interpersonal Skills

Flexibility

Ferramentas

Wireshark

Postman

Linux

Tshark

Jira

Metabase

Graylog

Descrição da oferta de emprego

The working hours are 9am-6pm CST Monday to Friday

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

1. Troubleshoot VoIP/SIP calls and RTP packets using Wireshark and our internal tools to help customers or vendors identify call issues.
2. Replicate API issues reported by customers using Postman and either solve or escalate said issues to the appropriate teams.
3. Analyze T.30 (passthrough fax tones) and T.38 Fax over IP packets using our internal tools and Wireshark to troubleshoot faxing issues.
4. Run live packet captures from cloud servers on the Linux terminal using Tshark.
5. Familiarize yourself with our API and VoIP based products in order to help customers with their setup inquiries.
6. Monitor operational pager alerts in an efficient and timely manner.
7. Improve customer self-service through better processes and documentation.
8. Troubleshoot customer and vendor concerns quickly and efficiently to maintain the highest standards of professional customer service.
9. Liaise with your technical peers for resolution of escalated cases.
10. All while working directly with customers through Chat, Call and Email.

You May Be Fit For This Role If You Have

1. SIP, RTP, T.38 and other Fax over IP and Voice over IP Protocol knowledge.
2. Strong customer-focus, interpersonal and communication skills.
3. Excellent listening and questioning skills, combined with the ability to interact confidently with clients to assess problems and explain solutions.
4. Continually looking to solve problems.
5. Understand issues and requirements well in order to provide solutions.
6. Outgoing and socially interactive.
7. A self-starter looking to assist at any moment and to take the initiative.
8. Balancing daily workload and multi-tasker who can effectively prioritize work.

What We Value

1. Experience in a product support/application role.
2. Voice over IP experience with the SIP signalling protocol or other related telephony protocols.
3. An understanding of general web technologies such as API/SDK's.
4. Experience working with SMS over SIP SIMPLE, SMPP or HTTP (API requests).
5. Confidence with technology and the Internet.
6. A natural curiosity and experience in applying technology to resolve customer issues.

Technologies We Use

1. Wireshark for network packet analysis.
2. Postman for API troubleshooting.
3. Linux and the Linux terminal.
4. Tshark to do live captures from the Linux terminal.
5. Metabase, Graylog and Jira.