Product Support Engineer: EMEA (Remote)

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