Description
We're seeking a curious, technically-minded problem solver to join our team as a Technical Product Support Engineer. You'll troubleshoot complex customer issues across voice, messaging, APIs, IoT, and AI products, collaborating with engineering teams to resolve cases.
Responsibilities:
- Troubleshoot complex customer issues across networking, APIs, and communications products
- Investigate using tools like Postman, cURL, Wireshark, Linux terminal, and internal tooling
- Collaborate with customers, vendors, and engineering teams to resolve cases
- Automate and 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
Your Toolkit:
- 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
What We're Looking For:
- 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: highly proficient in English, both written and verbal
Nice-to-Have:
- 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