Telnyx - Product Support Engineer: EMEA - Weekend Warrior (Remote Friendly)

• 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 • Technologies We Use • Wireshark for network packet analysis. • Linux and the Linux terminal. • Tshark to do live captures from the Linux terminal. • Metabase, Graylog and Jira. • Working Shift Setup • 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 Shifts • Wednesday to Sunday • #LI-REMOTE • #LI-KG1