Technical Product Support Engineer (Remote): AMER

1 нед. назад

БразилияМексикаАргентинаRemote

apisnetworkingdebugginglog analysis

Provide technical product support by troubleshooting complex customer issues across various communication technologies.

is an industry leader that's not just imagining the future of global connectivity—we're building it. From architecting and amplifying the reach of a private, global, multi-cloud IP network , to bringing hyperlocal edge technology right to your fingertips through intuitive APIs, we're shaping a new era of seamless interconnection between people, devices, and applications.
We're driven by a desire to transform and modernize what's antiquated, automate the manual, and solve real-world problems through innovative connectivity solutions. As a testament to our success, we're proud to stand as a financially stable and profitable company. Our robust profitability allows us not only to invest in pioneering technologies but also to foster an environment of continuous learning and growth for our team.
Our collective vision is a world where borderless connectivity fuels limitless innovation. By joining us, you can be part of laying the foundations for this interconnected future. We're currently seeking passionate individuals who are excited about the opportunity to contribute to an industry-shaping company while growing their own skills and careers.

We're looking for a curious, technically-minded problem solver — not someone to just close tickets.
You'll troubleshoot complex customer issues across voice, messaging, APIs, IoT, and AI products, digging into networking problems, debugging integrations, and analysing logs alongside engineering teams. But this role goes further: we're building an AI-first support model, and as you develop product expertise, you'll help shape it — building bots, automating workflows, and turning repetitive tasks into cron jobs. If you've ever spotted a repetitive task and actually built the fix for it, you'll fit right in. A background in software engineering, networking, or a related technical field (however you got there) is ideal — We care about what you can do, not where you learned it.
Troubleshoot: complex customer issues across networking, APIs, and communications products
Investigate: using tools like Postman, cURL, Wireshark, Linux terminal and our internal tooling
Collaborate: with customers, vendors, and engineering teams to resolve cases
Automate: contribute to bot-building and workflow automation
Document: solutions and improve self-service resources
Learn: VoIP protocols, internal systems, and new technologies as the role evolves

Background in Computer Science, IT, networking, or equivalent hands-on experience
Networking fundamentals: solid understanding of how the internet works, including DNS, routing, IP addressing, and HTTP/HTTPS
API experience: comfortable with REST APIs, webhooks, and tools like Postman or cURL
Linux terminal proficiency: comfortable navigating filesystems, reading logs, and running commands
Problem-solving mindset: you dig into issues, ask good questions, and don't give up easily
Communication skills: you'll need to be highly proficient in English, both written and verbal - owning customer communication and technical documentation from day one

Familiarity with scripting or programming (Python, Bash, JavaScript, or similar)
Understanding of AI concepts such as RAG, MCPs, embeddings, and prompt engineering
Experience using n8n, Zapier, Git/GitHub, or similar
You don’t need to tick every box - if you’re keen to learn that's the box that matters most !
This role operates on AMER timezone, 9am–6pm Monday to Friday

Troubleshooting: Postman, cURL, Wireshark, sngrep, Linux terminal
Ticketing and Comms: Zendesk, Slack
Collaboration: Google Workspace (Gmail, Calendar, Docs, Sheets, Meet)
Automation: n8n, Zapier, OpenClaw (internal AI platform), scripting (Python, Bash, etc.)
Version Control: GitHub
Analytics: Metabase, Graylog, Jira