Technical Product Support Engineer (Remote): AMER

About the company

The company is an industry leader that's not just imagining the future of global connectivity—we're 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, we're shaping a new era of seamless interconnection between people, devices, and applications.

We're driven by a desire to transform and modernize what's antiquated, automate the manual, and solve real-world problems through innovative connectivity solutions. As a testament to our success, we're 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. We're 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

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