Job Overview
Location
Dublin
Job Type
Full-time
Category
Product Management
Date Posted
June 22, 2026
Full Job Description
đź“‹ Description
- • Troubleshoot VoIP/SIP calls and RTP packets using Wireshark and internal tools to identify and resolve customer or vendor call issues.
- • Replicate API issues reported by customers using Postman and either resolve them directly or escalate to engineering teams.
- • Analyze T.30 (passthrough fax tones) and T.38 Fax over IP packets using internal tools and Wireshark to diagnose and fix faxing problems.
- • Run live packet captures from cloud servers using the Linux terminal and Tshark for real-time network analysis.
- • Familiarize yourself with Telnyx’s API and VoIP-based products to assist customers with setup inquiries and configuration guidance.
- • Monitor operational pager alerts promptly and respond to critical system incidents during assigned shifts.
- • Improve customer self-service capabilities by enhancing processes, documentation, and knowledge base content.
- • Troubleshoot customer and vendor concerns efficiently to uphold high standards of professional customer service.
- • Liaise with technical peers and engineering squads to resolve escalated cases and ensure timely resolutions.
- • Work a 5-day week from Wednesday to Sunday, with a 9-hour shift (8am to 5pm UTC) including a 1-hour break.
- • Maintain consistent availability on weekends (Saturday and Sunday) as core working days, with rest days on Monday and Tuesday.
- • Utilize Metabase, Graylog, and Jira for monitoring, logging, and ticket management in daily operations.
- • Apply deep understanding of SIP, RTP, T.38, and other Voice over IP protocols to diagnose complex telephony issues.
- • Use knowledge of SMS over SIP SIMPLE, SMPP, or HTTP API requests to support messaging-related customer inquiries.
- • Demonstrate strong customer-focus, interpersonal, and communication skills when interacting with clients via chat, tickets, and calls.
- • Balance multiple concurrent priorities with effective time management and prioritization skills.
- • Proactively identify problems and take initiative to resolve them without direct supervision.
- • Maintain a natural curiosity and apply technical knowledge to solve real-world customer challenges.
🎯 Requirements
- • Knowledge of SIP, RTP, T.38, and other Voice over IP and Fax over IP protocols
- • Experience using Wireshark and Tshark for network packet analysis
- • Proficiency in Linux terminal and running live packet captures
- • Experience with Postman for API troubleshooting and replication
- • Strong customer service and communication skills for handling client inquiries via multiple channels
- • Ability to work a fixed schedule of Wednesday through Sunday, 8am–5pm UTC
🏖️ Benefits
- • Opportunity to work in a financially stable and profitable company with investment in employee growth
- • Remote-friendly work environment with flexible location within EMEA
- • Exposure to cutting-edge global connectivity technologies and private multi-cloud IP network
- • Continuous learning and professional development in a high-innovation environment
Skills & Technologies
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About Telnyx Inc.
Telnyx Inc. is a Chicago-based communications platform that provides global carrier-grade voice, messaging, SIP trunking, wireless data, and programmable telecom APIs. Its private, multi-cloud network spans 25 regions, offering real-time call routing, number management, and elastic trunking to enterprises and software vendors. The company delivers self-service portals, SDKs, and REST APIs for embedding voice, SMS, fax, and IoT connectivity into applications, with pay-as-you-go pricing and 24/7 support.
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