Technical Product Support Engineer

5 days ago

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Telnyx

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SIP Trunking • VoIP • Telephony Service • Carrier Grade Voice Services • cpaas

201 - 500

💰 $2.1M Seed Round on 2014-08

Description

• 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.