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. This 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.