Technical Product Support Engineer (VoIP/Telephony)

TL;DR

Technical Product Support Engineer (VoIP/Telephony): Triaging and troubleshooting frequent technical cases related to VoIP/SIP calls and API issues with an accent on network packet analysis using Wireshark and Tshark, and API issue replication. Focus on providing technical solutions to customers and vendors, improving self-service, and managing operational pager alerts efficiently.

Location: Remote within the AMER region, specifically Brazil, Mexico, Argentina, and South America. Working hours are 9am-6pm CST Monday to Friday.

Company

hirify.global is an industry leader that's building the future of global connectivity by architecting a private, global, multi-cloud IP network and providing hyperlocal edge technology through intuitive APIs.

What you will do

• Troubleshoot VoIP/SIP calls and RTP packets using Wireshark and internal tools to identify call issues.
• Replicate API issues reported by customers using Postman and either solve or escalate them.
• Analyze T.30 and T.38 Fax over IP packets using internal tools and Wireshark.
• Run live packet captures from cloud servers on the Linux terminal using Tshark.
• Familiarize yourself with hirify.global's API and VoIP based products to assist customers with setup.
• Monitor operational pager alerts in an efficient and timely manner.
• Improve customer self-service through better processes and documentation.

Requirements

• SIP, RTP, T.38, and other Fax over IP and Voice over IP Protocol knowledge is essential.
• Strong customer-focus, interpersonal, and communication skills.
• Excellent listening and questioning skills for assessing problems and explaining solutions.
• Ability to troubleshoot customer and vendor concerns quickly and efficiently.
• Confidence with technology and the Internet, with a natural curiosity for problem-solving.
• Experience in a product support/application role is valued.
• Understanding of general web technologies such as API/SDKs.
• Experience working with SMS over SIP SIMPLE, SMPP, or HTTP(API requests) is beneficial.

Culture & Benefits

• Join a financially stable and profitable company.
• Opportunity to invest in pioneering technologies.
• Foster an environment of continuous learning and growth.
• Be part of shaping a world where borderless connectivity fuels limitless innovation.