About Telnyx
Telnyx 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.
The Graduate Program
As a Product Support Engineer at Telnyx, you’ll join a global team that helps customers get the most out of our products. This program is designed to give recent graduates hands-on experience with real customer issues while developing your technical and communication skills. You’ll work primarily in English, supporting a worldwide customer base, and gain exposure to technologies like VoIP/SIP Trunking, Voice and Messaging APIs, Wireless SIMs, and our Mission Control Portal. This is a learning-driven role where curiosity, problem-solving, and teamwork are highly valued. You’ll collaborate with senior engineers and support peers, contribute to documentation and product testing, and build the foundation for a career in technical support and beyond.
This program is a unique opportunity for recent graduates of computer science and computer network related studies with no previous work experience to join our team and make a difference in a growing, innovative company.
In This Role You Will
- Communicate effectively with international customers in English through calls, emails and chats. Therefore, proficiency in the English language is strictly required (both written and spoken).
- Investigate call behavior by analyzing SIP and RTP traffic with Wireshark and internal tools to help diagnose and resolve customer or vendor issues.
- Replicate API issues reported by customers using Postman and either solve or escalate said issues to the appropriate teams.
- Gain familiarity with Telnyx’s product suite, such as VoIP/SIP Trunking, Programmable Voice APIs, Wireless, Messaging APIs, AI Assistants and our Mission Control Portal, to assist customers with their configuration and setup inquiries.
- Improve customer self-service through better processes and documentation.
- Troubleshoot customer and vendor concerns quickly and efficiently to maintain the highest standards of professional customer service.
- Liaise with your technical peers for resolution of escalated cases.
- Communicating with customers, partners, team members and members of other teams within the organization.
- Use Claude Code, n8n, or other AI tools to help make your work easier by automating tasks, creating helpful bots and finding solutions faster.
You May Be Fit For This Role If You Have
- Experience or interest in Computer Networking/IoT
- Strong customer-focus, interpersonal, and communication skills.
- Excellent listening and questioning skills, combined with the ability to interact confidently with clients to assess problems and explain solutions.
- A drive for problem solving.
- Comprehension of problems and requirements, in order to be able to find the best path for a solution.
- An independence in order to work remotely efficiently without the need to be constantly being told what to do.
- Ambition to learn the ropes of the role and grow with the company.
- Multi tasker qualities to help balance the daily workload while effectively prioritizing the most important cases.
- An understanding of general web technologies such as API, webhooks and how the internet works.
- Confidence with technology and the Internet.
- A natural curiosity and experience in applying technology in your life.
- Eagerness to use AI tools to help you increase your knowledge, efficiency and effectiveness.
Technologies We Use
- Wireshark for network packet analysis.
- Postman for API troubleshooting.
- Linux and the Linux terminal.
- Tshark to do live captures from the Linux terminal.
- Metabase, Graylog, and Jira.
- Zendesk
- Intercom
- Slack
- Google Suite Products
- Claude Code
- Zapier and n8n
Take into account the following considerations:
- You will need to have your own computer, fast speed internet connection and workspace to work from.
- This is a remote opportunity for an international company that does not have any offices in Mexico. We will not be able to provide an office space for you to work from.
- This graduate program will last 1 year. After you finish the program you might be invited to join the company as a full time independent contractor. Invitations will vary depending on your performance during the graduate program.
- The working schedule for this role will be from 9am to 6pm CST (Time in Mexico), Monday to Friday.
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