Technical Product Support Engineer (Remote): AMER

As a Technical Product Support Engineer at Telnyx, your primary responsibilities include troubleshooting VoIP/SIP calls and handling RTP packet issues for customers, replicating API problems using Postman, and analyzing fax over IP issues. You'll also run live packet captures from our Linux cloud servers, monitor operational alerts, and liaise with technical peers to resolve complex cases.

To succeed as a Technical Product Support Engineer at Telnyx, candidates should possess knowledge of SIP, RTP, T.38 protocols, and have strong customer service skills. Previous experience in product support or applications, familiarity with API/SDKs, and a natural curiosity for technology are highly valued.

Telnyx is committed to fostering an environment of continuous learning and professional growth for its Technical Product Support Engineers. The company provides the opportunity to work alongside industry experts, access to cutting-edge technologies, and the chance to solve real-world problems, all of which contribute to personal and career development.

At Telnyx, Technical Product Support Engineers utilize a range of tools, including Wireshark for network packet analysis, Postman for API troubleshooting, and Tshark for live captures on the Linux terminal. Familiarity with platforms like Metabase, Graylog, and Jira is also beneficial.

The work culture at Telnyx for Technical Product Support Engineers is innovative, collaborative, and highly supportive. Employees are encouraged to share ideas, take the initiative in solving problems, and embrace a dynamic work environment that prioritizes growth and connectivity.

When discussing your experience with VoIP/SIP protocols, focus on specific projects where you've utilized these technologies. Mention any practical applications, issues you've resolved, and your comfort level with tools like Wireshark and Postman.

To answer this effectively, describe your approach to prioritization, such as assessing the severity and urgency of each issue. Share past experiences where balancing workload resulted in successful resolutions.

Explain your method for troubleshooting APIs, including replicating issues with tools like Postman, checking API documentation, and collaborating with developers for resolution. Providing a specific example will bolster your response.

Discuss how you actively listen to customer needs, empathize with their issues, and aim to provide clear, effective solutions. Cite examples where a customer-first approach led to successful outcomes.

Be prepared to identify a specific challenge you encountered in a previous role, the actions you took to address it, and the end results. This showcases problem-solving capabilities and resilience.

Outline your strategy for breaking down complex concepts into simpler language. Use analogies and relatable examples to ensure clarity, demonstrating your communication skills.

Discuss specific Linux commands you’ve used, your familiarity with the Linux terminal, and any relevant projects or problem-solving instances that highlight your skills in this area.

Share a particular instance where you identified a problem and effectively implemented a technical solution. Include details on the situation, your approach, and the positive impact it had on the customer or the team.

Talk about resources you utilize such as online courses, industry blogs, forums, and networking with professionals. Emphasize your commitment to continuous learning in the evolving tech landscape.

Articulate your passion for technology and helping others, along with your drive to solve problems. You can reference personal experiences that solidified this motivation, making it relatable.