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.