Technical Product Support Engineer (Remote): AMER

About the position 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.\n\nThis is a unique opportunity to join our team and make a difference in a growing, innovative company.

Responsibilities 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 using Tshark.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.All while working directly with customers through Chat, Call and Email.Requirements SIP, RTP, T.38 and other Fax over IP and Voice over IP Protocol knowledge.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.Continually looking to solve problems.Understand issues and requirements well in order to provide solutions.Outgoing and socially interactive.A self starter looking to assist at any moment and to take the initiative.Balancing daily workload and multi-tasker who can effectively prioritize work.Nice-to-haves 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.