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Technical Product Support Engineer (Remote): AMER iD- 9569

The working hours are 9am-6pm CST Monday to Friday
 
The Role

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.

In This Role You Will
  • 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.

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You May Be Fit For This Role If You Have
  • 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.
What We Value
  • 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.
Technologies We Use
  • Wireshark for network packet analysis.
  • Postman for API troubleshooting.
  • Linux and the Linux terminal.
  • Tshark to do live captures from the Linux terminal.
  • Metabase, Graylog and Jira.
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