About the Role
Role details below.
Responsibilities
- Troubleshoot complex customer issues across networking, APIs, and communications products
- Investigate issues using tools like Postman, cURL, Wireshark, Linux terminal, and internal tooling
- Collaborate with customers, vendors, and engineering teams to resolve cases
- Automate workflows by contributing to bot-building and turning repetitive tasks into cron jobs
- Document solutions and improve self-service resources
- Learn VoIP protocols, internal systems, and new technologies as the role evolves
Requirements
- Background in Computer Science, IT, networking, or equivalent hands-on experience
- Solid understanding of networking fundamentals including how the internet works, DNS, routing, IP addressing, and HTTP/HTTPS
- Experience with REST APIs, webhooks, and tools like Postman or cURL
- Proficiency in using the Linux terminal including navigating filesystems, reading logs, and running commands
- Problem-solving mindset: ability to dig into issues, ask good questions, and persist until resolution
- Highly proficient in English, both written and verbal, with ownership of customer communication and technical documentation from day one
Nice to Have
- Familiarity with scripting or programming languages such as Python, Bash, or JavaScript
- Understanding of AI concepts including RAG, MCPs, embeddings, and prompt engineering
- Experience using automation tools such as n8n, Zapier, Git/GitHub, or similar
Work Arrangement
Remote (Country)
Additional Information
- This role operates on Central Time (UTC-6), 9am–6pm Monday to Friday
- The role involves contributing to an AI-first support model, including building bots and automating workflows
- The company values practical skills and problem-solving ability over formal education paths
- Continuous learning and growth are emphasized within the company culture
