Product Support Engineer - APAC / Open to remote

Telnyx
Telnyx
( Engineering & Technical (Non-Software) )
asiaremotejobs.com  Remote (Asia | APAC Time Zone Permitted)

Job Type : Contract
Experience : 3 to 5 years
Education : Bachelor Degree

Job Detail

About Telnyx

Telnyx is a global communications platform and partner that powers carrier-grade services on an in-house built, private, cloud-agnostic IP network. We power voice, messaging, video, wireless, numbering, fax, security, and networking solutions for businesses all around the world. Whether we’re processing mission-critical communications, hosting enterprise-grade contact centers, or powering simple in-app messaging and calling, our APIs make secure, high-fidelity connectivity the new standard. We’re working to democratize worldwide access to real-time communications over the internet.

The Role

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.

In This Role You Will

  • 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.

You May Be Fit For This Role If You Have

  • 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 We Value

  • 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.

Technologies We Use

  • A variety of languages including Python, Java, Elixir, Scala, Go, Angular, and React.
  • Open-source technologies like Cassandra, Spark, and ElasticSearch.
  • Industry-standard build tooling, including Docker, Consul, Jenkins, Ansible, Github and Kubernetes.

How We Work

Telnyx is a diverse, inclusive organization focused on solving problems, building intelligently, and documenting our logic. We’re a CPaaS and networking leader, with industry experts and engineers who have built our cloud-agnostic platform in-house, from the ground up. We’re a concierge customer success team and a 24/7 support team. We’re a communications partner, focused on agile innovation, not a telecom slogged in antiquated processes and anti-competitive regulation. We’re an enterprise-grade conversation enabler, powering the global, enriched, multi-channel communications that today’s customers demand.

We're looking for people with passion, grit, and integrity. We believe in transparency, proactivity, and mutual respect. We provide the high-grade tools that help you do your best work, and keep up the collaborative habits that help everyone stay in the loop. No matter where you're based or which team you’re on, you’re plugged in, supported, and helping to shape the future of communications.

Perks

  • Unlimited Paid Time Off (PTO) for full-time and contract employees
  • Annual professional development budget
  • Volunteer Days
  • Top-notch equipment
  • Fitness & wellness stipend
  • Monthly home cleaning stipend

You're encouraged to apply even if your experience doesn't precisely match the job description. Your skills and passion will stand out—and set you apart—especially if your career has taken some extraordinary twists and turns. At Telnyx, we welcome diverse perspectives, rigorous thinkers and assumption challengers. Are you ready to join us?

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