NOC Graduate Programme (Mexico)

Telnyx; México; A distancia; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

An innovative tech company is seeking a Product Support Engineer for its graduate program. This is a remote role intended for recent graduates interested in technology and customer support. Responsibilities include communicating with customers, troubleshooting technical issues, and gaining exposure to VoIP/SIP and APIs. Ideal for those eager to learn and grow within a dynamic organization.

Formación

• Interest or experience in Computer Networking/IoT.
• Proficiency in English (written and spoken).
• Ability to troubleshoot quickly.

Responsabilidades

• Communicate with international customers.
• Analyze traffic to diagnose issues.
• Replicate and solve API issues.
• Assist customers with product suite.

Conocimientos

Customer focus

Interpersonal skills

Problem-solving

Curiosity

Communication skills

Educación

Recent graduate in computer science or related field

Herramientas

Wireshark

Postman

Linux

Slack

Descripción del empleo

Telnyx is an industry leader that is building the future of global connectivity. 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 are driven by a desire to transform and modernize what is antiquated, automate the manual, and solve real-world problems through innovative connectivity solutions. As a testament to our success, we are 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 are currently seeking passionate individuals who are excited to contribute to an industry-shaping company while growing their own skills and careers.

The Graduate Program

As a Product Support Engineer at Telnyx, you’ll join a global team that helps customers get the most out of our products. This program is designed to give recent graduates hands‑on experience with real customer issues while developing technical and communication skills. You’ll work primarily in English, supporting a worldwide customer base, and gain exposure to technologies like VoIP/SIP Trunking, Voice and Messaging APIs, Wireless SIMs, and our Mission Control Portal. This is a learning‑driven role where curiosity, problem‑solving, and teamwork are highly valued. You’ll collaborate with senior engineers, support peers, contribute to documentation and product testing, and build the foundation for a career in technical support and beyond.

This program is a unique opportunity for recent graduates of computer science and computer‑network‑related studies with no previous work experience to join our team and make a difference in a growing, innovative company.

In This Role You Will

• Communicate effectively with international customers in English through calls, emails, and chats. Proficiency in the English language (written and spoken) is strictly required.
• Investigate call behavior by analyzing SIP and RTP traffic with Wireshark and internal tools to diagnose and resolve customer or vendor issues.
• Replicate API issues reported by customers using Postman and either solve or escalated them to appropriate teams.
• Gain familiarity with Telnyx’s product suite, such as VoIP/SIP Trunking, Programmable Voice APIs, Wireless, Messaging APIs, AI Assistants and our Mission Control Portal, to assist customers with configuration and setup inquiries.
• 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 technical peers for resolution of escalated cases.
• Communicate with customers, partners, team members, and members of other teams within the organization.
• Use Claude Code, n8n, or other AI tools to automate tasks, create helpful bots, and find solutions faster.

You May Be Fit For This Role If You Have

• Experience or interest in Computer Networking/IoT.
• Strong customer‑focus, interpersonal, and communication skills.
• Excellent listening and questioning skills, combined with the ability to interact confidently with clients to assess problems and explain solutions.
• A drive for problem solving.
• Comprehension of problems and requirements, to find the best solution path.
• Independence to work remotely efficiently without needing constant direction.
• Ambition to learn the role’s ropes and grow with the company.
• Multi‑tasking ability to balance daily workload while prioritizing important cases.
• Understanding of general web technologies such as APIs, webhooks, and how the internet works.
• Confidence with technology and the Internet.
• A natural curiosity and experience applying technology in everyday life.
• Eagerness to use AI tools to increase knowledge, efficiency, and effectiveness.

Technologies We Use

• Wireshark for network packet analysis.
• Postman for API troubleshooting.
• Linux and the Linux terminal.
• Tshark for live captures from the Linux terminal.
• Metabase, Graylog, and Jira.
• Intercom.
• Slack.
• Google Suite Products.
• Zapier and n8n.

Program Details

• You will need your own computer, fast internet connection, and workspace to work from.
• This is a remote opportunity for an international company that does not have any offices in Mexico. We will not provide office space.
• The graduate program lasts one year. After completion, you may be invited to join the company as a full‑time independent contractor, depending on performance.
• The working schedule is from 9 am to 6 pm CST (Time in Mexico), Monday to Friday.