Glynn Capital
Glynn Capital

Product Support Engineer: AMER - Weekend Warrior (Remote Friendly)



Product, Customer Service
Mexico · Argentina · Brazil
Posted on Thursday, August 12, 2021

About Telnyx

At Telnyx, we’re architecting and amplifying access to global connectivity. We power communications, wireless, networking and storage from our private, global, multi-cloud IP network all the way out to the hyperlocal edge. And we make this edge infrastructure easily available through intuitive APIs housed in one space.

We’re interested in solving real-world problems, modernizing the antiquated and automating the manual. In building solutions that make connectivity simple and accessible, we’re laying the foundation for a future of endless innovation and interconnected technology. Our shared vision is a future where people, devices and applications can seamlessly connect across the globe.

We are looking for Weekend Warriors to support our growing customer base throughout the weekend and during the week. Weekend Warriors would work 5 days a week from Wednesday to Sunday.
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.
  • 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.
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.

Working Shift Setup

  • 5 day week: 9 hour shift with 1 hour break.
  • Saturday & Sunday is a set working day.
  • Working days for this role would be Wednesday, Thursday, Friday, Saturday and Sunday.
  • Rest days would be Monday and Tuesday.

Working Hours

  • 9am to 6pm Chicago timezone CT.

Bring Your Authentic Self to Telnyx

Telnyx is committed to building a team full of diverse perspectives, various backgrounds and different minds. We believe diversity drives innovation. We are committed to building a culture where difference is valued and creating avenues of equity for underserved groups. While we are still a work in progress, we are actively seeking folks who are passionate about building a place of belonging for everyone.

We're looking for people with passion, grit, and integrity. We believe in transparency, proactivity, and mutual respect. We provide the high-grade tools that help you do your best work, and keep up the collaborative habits that help everyone stay in the loop. No matter where you're based or which team you’re on, you’re plugged in, supported, and helping to shape the future of communications.

You're encouraged to apply even if your experience doesn't precisely match the job description. Your skills and passion will stand out—and set you apart—especially if your career has taken some extraordinary twists and turns. At Telnyx, we welcome diverse perspectives, rigorous thinkers and assumption challengers. Are you ready to join us?