[Hiring] Technical Support Engineer @Vonage

Role Description

Join Vonage and help us innovate cloud communications for businesses worldwide!

As an emerging leader in the $10B+ communications API market, we empower global brands to connect better with their customers, employees, and partners through transformative communications experiences.

As a Technical Support Engineer - Video & Voice API at Vonage, you will provide first-class technical support to our rapidly growing strategic customer base, integrating our real-time communication APIs and SDKs.

• Investigate, troubleshoot, diagnose and resolve technical issues related to customer API and SDK implementations
• Communicate effectively (both verbal and written) with our customers and internal stakeholders
• Problem solver, have a natural curiosity and demonstrate the ability to learn rapidly
• Contribute to internal and external knowledge bases
• Collaborate with your team to identify bugs and escalate to next-level support
• Communicate well with different audiences (developers, technical and non-technical users)

Qualifications

• Bachelor’s degree in computer science or equivalent.
• At least 5 years of experience in technical support, customer success or technical account management role within the Telecommunications or SAAS sectors.
• Experience supporting or implementing video and or voice APIs or SDKs.
• Experience with some of the following technologies: IP-based real-time multimedia communication technologies and protocols, including VoIP, SIP, RTP, WebRTC, WebSocket.
• Voice technologies: e.g., VoiceXML, CCXML, WebRTC.
• Voice software: e.g. Asterisk, Freeswitch, Kamailio, Voxeo Prophecy.
• Capable of troubleshooting client and server-side code.
• Proficiency utilizing Zendesk’s advanced AI features and virtual agents to streamline ticket routing, automate responses, and improve resolution efficiency.

Requirements

• Experience with other programming languages: PHP, Python, Ruby, Node
• JavaScript, iOS or Android development experience
• Experience building applications using iOS, Android or Javascript
• Conceptual understanding of the principles of good software design

Benefits

• Medical Insurance
• Group Life Insurance
• Meal Card (Pluxee Tienda Card)
• Volunteer Time (VTO)
• Ericsson Care Line
• Additional benefits and perks will be shared and discussed with you by the recruiter during the interview process.