Product Support Engineer (EMEA)

• 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
• 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
• Working hours: Monday - Friday 9am-6pm UTC

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- 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
• Continually looking to solve problems
• Understand issues and requirements well in order to provide solutions
• Balancing daily workload and multi-tasker who can effectively prioritize work
• Excellent listening and questioning skills, combined with the ability to interact confidently with clients to assess problems and explain solutions
• Outgoing and socially interactive
• A self starter looking to assist at any moment and to take the initiative
• Strong customer-focus, interpersonal and communication skills
• Experience in a product support/application role
• Voice over IP experience with the SIP signalling protocol or other related telephony protocols
• An understanding of general web technologies such as API/SDK’s
• Confidence with technology and the Internet
• A natural curiosity and experience in applying technology to resolve customer issues