Technical Product Support Engineer – AMER

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

📋 Description

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

• Reproduce API problems reported by clients using Postman, resolving or escalating 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 troubleshoot faxing challenges.

• Conduct live packet captures from cloud servers using the Linux terminal and Tshark.

• Acquaint yourself with our API and VoIP 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.

• Swiftly troubleshoot concerns from customers and vendors to uphold the highest standards of professional customer service.

• Collaborate with technical colleagues to resolve escalated cases.

• Engage directly with customers via Chat, Call, and Email.

⛳️ Requirements

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

• Strong emphasis on customer service along with effective interpersonal and communication abilities.

• Excellent listening and questioning skills, combined with the confidence to interact with clients in order to evaluate issues and clarify solutions.

• A proactive approach to problem-solving.

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

• Outgoing personality with strong social interaction skills.

• Self-motivated and eager to assist whenever necessary, demonstrating initiative.

• Capable of balancing daily tasks and multitasking, with effective prioritization skills.

🏝️ Benefits

• The working hours are 9am-6pm CST from Monday to Friday.