Technical Product Support Specialist

About Telnyx

Telnyx is an industry leader that's not just imagining the future of global connectivity— we are building it. We are at the forefront of architecting and amplifying the reach of a private, global, multi-cloud IP network while bringing cutting-edge edge technology directly to your fingertips through sophisticated APIs. Our mission is to redefine seamless interconnection between people, devices, and applications. We are driven by a desire to modernize and automate what's outdated, solving real-world problems with innovative connectivity solutions. Proudly, we stand as a financially stable and profitable company. Our robust success enables us to nurture the growth of our team through investment in pioneering technologies and a culture of continuous learning. Join us in creating a world where borderless connectivity ignites limitless innovation.

The Role

We are seeking a motivated and enthusiastic Technical Product Support Specialist who is passionate about technology. In this role, you will collaborate closely with our operations and engineering teams, effectively triaging and troubleshooting a variety of cases. Strong communication skills, flexibility, and a commitment to learning are essential, alongside your ability to manage multiple priorities via chat, tickets, and calls. This is a unique chance to make a meaningful impact in a growing and innovative company.

1. Troubleshoot VoIP/SIP calls and RTP packets using Wireshark and internal tools to assist customers or vendors in identifying call issues.
2. Replicate API issues reported by customers using Postman, resolving or escalating them to the appropriate teams.
3. Analyze T.30 passthrough fax tones and T.38 Fax over IP packets utilizing internal tools and Wireshark to address faxing issues.
4. Run live packet captures from cloud servers using the Linux terminal with Tshark.
5. Familiarize yourself with our API and VoIP-based products to assist customers with their setup inquiries.
6. Monitor operational pager alerts promptly and efficiently.
7. Enhance customer self-service through improved processes and documentation.
8. Troubleshoot customer and vendor concerns rapidly to uphold the highest standards of professional customer service.
9. Liaise with technical peers for expedited resolution of escalated cases.
10. Engage directly with customers via chat, call, and email.

You May Be Fit For This Role If You Have:

• Knowledge of SIP, RTP, T.38, and other Fax over IP and Voice over IP protocols.
• A strong customer-focus with excellent interpersonal and communication skills.
• Exceptional listening and questioning skills, enabling confident interactions with clients to assess problems and articulate solutions.
• A proactive approach to problem-solving.
• Your understanding of issues and requirements translates into effective solutions.
• An outgoing and socially interactive personality.
• You are a self-starter eager to assist and take initiative.
• A proven ability to balance daily workload and efficiently prioritize tasks.

What We Value:

• Experience in a product support/application role.
• Familiarity with Voice over IP and the SIP signaling protocol or related telephony protocols.
• An understanding of general web technologies, including APIs and SDKs.
• Experience working with SMS over SIP SIMPLE, SMPP, or HTTP API requests.
• Confidence with technology and the Internet.
• A natural curiosity and experience leveraging technology to resolve customer issues.

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.