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Technical Product Support Engineer

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Overview This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Technical Product Support Engineer (Remote) in Latin America . As a Technical Product Support Engineer, you will play a key role in delivering high-quality technical support for innovative connectivity and communication products. You will troubleshoot complex VoIP, SIP, and API issues, ensuring smooth operations and customer satisfaction. The role involves direct interaction with clients via chat, email, and calls, while collaborating closely with engineering and operations teams to resolve technical challenges. You will also contribute to improving internal processes and documentation, enhancing the overall customer experience. This remote position offers an opportunity to work in a fast-paced, technology-driven environment while developing deep technical expertise and problem-solving skills. Accountabilities Troubleshoot VoIP/SIP calls, RTP packets, and T.38 Fax over IP using tools such as Wireshark and internal monitoring systems Replicate and investigate API issues reported by customers using Postman, escalating complex cases to engineering teams Run live packet captures from cloud servers via Linux terminal using Tshark to diagnose technical problems Guide customers through setup, configuration, and technical inquiries related to connectivity and communication products Monitor operational alerts efficiently and provide timely resolutions to maintain high service standards Collaborate with peers and cross-functional teams to improve processes, documentation, and self-service resources Requirements Strong knowledge of SIP, RTP, T.38, and other Voice over IP and Fax over IP protocols Experience in product support or technical support roles, preferably with VoIP or telephony technologies Proficiency with Linux, terminal commands, and network troubleshooting tools such as Wireshark and Tshark Familiarity with API technologies and tools like Postman for troubleshooting Excellent communication, listening, and interpersonal skills to interact confidently with clients Ability to multi-task, prioritize workload, and work independently in a remote environment Problem-solving mindset with a proactive approach to assisting customers and resolving issues Benefits Remote work across Latin America with flexible schedule Opportunity to work with innovative communication and connectivity technologies Exposure to advanced troubleshooting tools and industry protocols Collaboration with a skilled, distributed team of engineers and technical experts Professional growth and skill development in technical support and product engineering Jobgether AI Matching Process Jobgether is a Talent Matching Platform that partners with companies worldwide to efficiently connect top talent with the right opportunities through AI-driven job matching. When you apply, your profile goes through our AI-powered screening process designed to identify top talent efficiently and fairly. Our AI evaluates your CV and LinkedIn profile thoroughly, analyzing your skills, experience, and achievements. It compares your profile to the job's core requirements and past success factors to determine your match score. Based on this analysis, the 3 candidates with the highest match are automatically shortlisted.