Product Support Engineer – EMEA, Weekend Warrior

This is a fully remote position, open to applicants in Europe.

📋 Description

• Diagnose VoIP/SIP calls and RTP packets utilizing Wireshark and our proprietary tools to assist customers or vendors in identifying call-related issues.

• Reproduce API problems reported by clients using Postman and either resolve or escalate these issues to the relevant teams.

• Examine T.30 (passthrough fax tones) and T.38 Fax over IP packets with our internal tools and Wireshark to address faxing complications.

• Conduct live packet captures from cloud servers via the Linux terminal.

• Acquaint yourself with our API and VoIP-based products to assist customers with their setup queries.

• Efficiently monitor operational pager alerts in a timely manner.

• Enhance customer self-service through improved processes and documentation.

• Quickly and effectively troubleshoot customer and vendor issues to uphold the highest standards of professional service.

• Collaborate with your technical colleagues to resolve escalated cases.

⛳️ Requirements

• Knowledge of SIP, RTP, T.38, and other Fax over IP and Voice over IP protocols.

• Strong focus on customer service, along with excellent interpersonal and communication skills.

• Exceptional listening and questioning abilities paired with the confidence to engage with clients to assess challenges and clarify solutions.

• Constantly seeking to resolve issues.

• Comprehend problems and requirements effectively to deliver solutions.

• Outgoing personality with strong social interaction skills.

• A proactive self-starter eager to assist at any moment and take the initiative.

• Capable of balancing daily responsibilities and effectively prioritizing tasks while multitasking.

🏝️ Benefits

• Flexible work arrangements

• Professional development opportunities