Technical Product Support Engineer (Remote): AMER

Telnyx LLC; Brasil; Remote; BRL 519,000 - 778,000; Full time

Job summary

Telnyx LLC is hiring a Technical Product Support Engineer (Remote) to tackle complex issues across voice, messaging, APIs, IoT, and AI products. You will debug, document, and collaborate with engineering teams while shaping an AI-first support model.

The role emphasizes automation, bot-building, and evolving product expertise in a fast-paced environment with strong English communication skills required.

Qualifications

• Background in Computer Science, IT, networking or equivalent hands-on experience.
• Strong understanding of networking, DNS, routing and HTTP/HTTPS.
• Experience with REST APIs, webhooks, and tools like Postman or cURL.
• Proficient with Linux terminal and log analysis.
• Problem-solving mindset and persistence in debugging.
• Excellent English communication, written and verbal.

Responsibilities

• Troubleshoot complex customer issues across networking, APIs and communications products.
• Investigate using Postman, cURL, Wireshark, Linux terminal and internal tools.
• Collaborate with customers, vendors and engineering to resolve cases.
• Automate workflows and contribute to AI-first support initiatives.
• Document solutions and improve self-service resources.
• Learn VoIP protocols and internal systems as the role evolves.

Skills

Computer science background

Networking fundamentals

API experience

Linux terminal

English communication

Problem solving

Education

Bachelor's degree in Computer Science, IT, networking, or related field

Tools

Postman

cURL

Wireshark

Linux tooling

Zendesk

Slack

n8n

Zapier

GitHub

OpenClaw (internal AI)

Job description

Technical Product Support Engineer (Remote): AMER

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.

About the Role

We're looking for a curious, technically-minded problem solver — not someone to just close tickets.

You’ll troubleshoot complex customer issues across voice, messaging, APIs, IoT, and AI products, digging into networking problems, debugging integrations, and analysing logs alongside engineering teams. But this role goes further: we're building an AI-first support model, and as you develop product expertise, you’ll help shape it — building bots, automating workflows, and turning repetitive tasks into cron jobs. If you've ever spotted a repetitive task and actually built the fix for it, you'll fit right in. A background in software engineering, networking, or a related technical field (however you got there) is ideal — We care about what you can do, not where you learned it.

What You'll Do

• Troubleshoot: complex customer issues across networking, APIs, and communications products
• Investigate: using tools like Postman, cURL, Wireshark, Linux terminal and our internal tooling
• Collaborate: with customers, vendors, and engineering teams to resolve cases
• Automate: contribute to bot-building and workflow automation
• Document: solutions and improve self-service resources
• Learn: VoIP protocols, internal systems, and new technologies as the role evolves

Your Toolkit

• Ticketing and Comms: Zendesk, Slack
• Automation: n8n, Zapier, OpenClaw (internal AI platform), scripting (Python, Bash, etc.)
• Version Control: GitHub
• Analytics: Metabase, Graylog, Jira

What We’re Looking For

Must-Have

• Background in Computer Science, IT, networking, or equivalent hands-on experience
• Networking fundamentals: solid understanding of how the internet works, including DNS, routing, IP addressing, and HTTP/HTTPS
• API experience: comfortable with REST APIs, webhooks, and tools like Postman or cURL
• Linux terminal proficiency: comfortable navigating filesystems, reading logs, and running commands
• Problem-solving mindset: you dig into issues, ask good questions, and don't give up easily
• Communication skills: you'll need to be highly proficient in English, both written and verbal - owning customer communication and technical documentation from day one

Nice-to-Have

• Understanding of AI concepts such as RAG, MCPs, embeddings, and prompt engineering
• Experience using n8n, Zapier, Git/GitHub, or similar

You don’t need to tick every box - if you’re keen to learn that's the box that matters most !

This role operates on AMER timezone, 9am–6pm Monday to Friday

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Telnyx’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.