Product Support Engineer EMEA (Remote)

About Telnyx

Telnyx is an industry leader thats not just imagining the future of global connectivitywere 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 were shaping a new era of seamless interconnection between people devices and applications.

Were driven by a desire to transform and modernize whats antiquated automate the manual and solve real-world problems through innovative connectivity solutions. As a testament to our success were 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. Were currently seeking passionate individuals who are excited about the opportunity to contribute to an industry-shaping company while growing their own skills and careers.

About the Role

Were looking for a curious technically-minded problem solver not someone to just close tickets.

Youll 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: were building an AI-first support model and as you develop product expertise youll help shape it building bots automating workflows and turning repetitive tasks into cron jobs. If youve ever spotted a repetitive task and actually built the fix for it youll 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 Youll 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 Were 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 dont give up easily
• Communication skills: youll 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 dont need to tick every box - if youre keen to learn thats the box that matters most !

This role operates on Central Time (UTC-6) 9am6pm Monday to Friday