Technical Product Support Engineer (Remote): AMER

About the Role

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.

What You'll Do

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

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

Must-Have

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

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

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