Product Support Engineer, Telnyx
EMEA, Weekend Warrior
More information about location
Full-stack platform for real-time conversational AI
Be an early applicant
Full-stack platform for real-time conversational AI
201-500 employees
Be an early applicant
More information about location
201-500 employees
Company mission
To solve real-world problems, modernize the antiquated and automate the manual.
Role
Who you are
- 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 the job involves
- As a Product Support Engineer, you are a motivated and enthusiastic individual with a passion for technology. You will work closely with our operations and engineering squads, triaging and troubleshooting frequent cases. Communication skills, flexibility and a desire to learn are essential, as well as the ability to work on multiple concurrent priorities through chat, tickets and calls
- This is a unique opportunity to join our team and make a difference in a growing, innovative company
- 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
- Technologies We Use:
- Wireshark for network packet analysis
- Postman for API troubleshooting
- Linux and the Linux terminal
- Tshark to do live captures from the Linux terminal
- Metabase, Graylog and Jira
Our take
As businesses increasingly look to integrate AI into customer interactions, one major challenge has emerged: the underlying infrastructure isn't build for real-time performance. Many companies rely on a patchwork of providers for voice, messaging, and AI, which can introduce delays, complexity and reliability issues. This becomes especially problematic for use cases like voice assistants or automated calls, where even slight latency can disrupt the experience.
Telnyx offers a full-stack platform that combines telephony, networking and AI infrastructure into a single system. In simple terms, it gives businesses everything they need to build and run real-time, AI-powered voice applications without stitching together multiple vendors. Its platform supports things like AI voice agents, programmable calls and messaging, all designed to work quickly and reliably across global networks.
The company now serves over 14,000 customers, processes millions of API requests daily and operates infrastructure across more than 60 countries. Recent recognition from Frost & Sullivan and partnerships likes it deal with Telarus point to growing enterprise adoption too. And as more businesses move toward AI-driven communications, Telnyx is positioning itself as the underlying infrastructure layer that makes those experiences fast and dependable.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-28% employee growth in 12 months
Company
Funding (1 round)
Sep 2014
$1m
SEED
Total funding: $1m
Company benefits
- Flexible, global team: Reaching our full potential means hiring people from all walks of life. Telnyx allows employees to work from home, and we offer in-person options for team members in Amsterdam, Chicago, Dublin and Warsaw
- Modern life, modern accommodations: Working in the business of innovation means offering support to our team to help them stay innovative. Telnyx offers unlimited personal time off to help employees recharge
- Benefits based on location: With team members across the globe, Telnyx offers competitive perks and benefits based on location. Employees in Ireland, the UK, and the US are eligible for healthcare benefits, and US employees also have access to 401(k) matching
Company HQ
Civic District, Austin, TX
Leadership
David Casem
(Co-Founder & CEO)Co-founded Telnyx in 2009 and has served as the CEO since.
Ian Reither
(COO)Prior to joining Telnyx as COO in 2014, Ian spent over 3 years at Trexin Consulting as a Principle Consultant.
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