As a Product Support Engineer, you are a motivated and enthusiastic individual with a passion for technology. You will work closely with our operations and engineering squads, triaging and troubleshooting frequent cases. Communication skills, flexibility and a desire to learn are essential, as well as the ability to work on multiple concurrent priorities through chat, tickets and calls. This is a unique opportunity to join our team and make a difference in a growing, innovative company. * Monitor operational pager alerts in an efficient and timely manner. * 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. * 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. * Continually looking to solve problems. * Understand issues and requirements well in order to provide solutions. * Outgoing and socially interactive. * A self starter looking to assist at any moment and to take the initiative. * Balancing daily workload and multi-tasker who can effectively prioritize work. * Experience in a product support/application role. * Voice over IP experience with the SIP signalling protocol or other related telephony protocols. * An understanding of general web technologies such as API/SDK's. * Confidence with technology and the Internet. * A natural curiosity and experience in applying technology to resolve customer issues. * A variety of languages including Python, Java, Elixir, Scala, Go, Angular, and React. * Open-source technologies like Cassandra, Spark, and ElasticSearch. * Industry-standard build tooling, including Docker, Consul, Jenkins, Ansible, Github and Kubernetes. * 10pm Friday to 7am Saturday UTC * 10pm Saturday to 7am Sunday UTC * 10pm Sunday to 7am Monday UTC * 10pm Monday to 7am Tuesday UTC * 10pm Tuesday to 7am Wednesday UTC * 5 day week: 9 hour shift with 1 hour break. * Saturday & Sunday is a set working day. * Working days for this role would be Friday, Saturday, Sunday, Monday and Tuesday. * Rest days would be Wednesday and Thursday.