Product Support Engineer – EMEA, Weekend Warrior

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

📋 Description

• Utilize Wireshark and our internal tools to diagnose VoIP/SIP calls and RTP packet issues, assisting customers or vendors in identifying call-related problems.

• Use Postman to replicate API issues reported by customers, resolving or escalating them to the relevant teams as necessary.

• Employ our internal tools and Wireshark to analyze T.30 (passthrough fax tones) and T.38 Fax over IP packets for troubleshooting faxing issues.

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

• Gain familiarity with our API and VoIP-based products to assist customers with their setup inquiries.

• Monitor operational pager alerts efficiently and promptly.

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

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

• Collaborate with 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, allowing for confident interactions with clients to assess issues and articulate solutions.

• A proactive problem solver who is always seeking resolutions.

• Ability to comprehend issues and requirements thoroughly to provide effective solutions.

• Outgoing personality with a knack for social interaction.

• A self-motivated individual eager to assist at any time and take initiative.

• Capable of balancing daily workloads as a multi-tasker who prioritizes tasks effectively.

🏝️ Benefits

• Weekend work schedule.

• Remote work options.