Product Support Engineer (VoIP)

TL;DR

Product Support Engineer (VoIP): Providing technical support for global connectivity solutions with an accent on troubleshooting VoIP/SIP protocols and API integrations. Focus on resolving complex network issues using Wireshark and Linux tools while maintaining high standards of customer service during a Wednesday-to-Sunday shift.

Location: Must be based in the EMEA region

Company

hirify.global is an industry leader building 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.
• Replicate and resolve API issues reported by customers using Postman.
• Analyze T.30 and T.38 Fax over IP packets to identify and fix faxing issues.
• Execute live packet captures from cloud servers via the Linux terminal.
• Monitor operational pager alerts and assist customers with product setup inquiries.
• Improve customer self-service documentation and internal processes.

Requirements

• Must be based in the EMEA region
• Strong knowledge of SIP, RTP, T.38, and VoIP protocols.
• Proficiency with Linux terminal and network packet analysis.
• Excellent communication and interpersonal skills for client interaction.
• Ability to work a 5-day week from Wednesday to Sunday (8am–5pm UTC).
• Experience in a product support or technical application role.

Nice to have

• Experience with SMS over SIP SIMPLE, SMPP, or HTTP APIs.
• Familiarity with Metabase, Graylog, and Jira.
• Natural curiosity and experience applying technology to resolve customer issues.

Culture & Benefits

• Opportunity to work in a financially stable and profitable company.
• Environment focused on continuous learning and professional growth.
• Exposure to cutting-edge connectivity and edge technology.
• Collaborative team environment working with operations and engineering squads.