Technical Support Engineer – Voice & Video API

<h3><strong>Join Vonage and help us innovate cloud communications for businesses worldwide!</strong></h3> <h3><strong>Vonage Communications APIs:</strong></h3> <p>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. For example, Vonage API solutions empower organizations to build their custom omnichannel communications structure. This allows them to reach and engage customers on their preferred schedule and channel — including voice, video, and messaging. Think of a rideshare service instantly connecting with customers, hospital staff conducting remote monitoring, customers verifying their identity before completing a purchase, AI virtual agents servicing customers around the clock, and much more.</p> <h3><strong>Why this role matters</strong></h3> <p>Vonage has built its successful global Support teams on individuals with technical savviness, superior customer relationship skills, and a passion for learning. We challenge our Support Engineers to provide a customer experience that leaves our users impressed, loyal and true advocates of our company!</p> <p>As an <strong>Technical Support Engineer- Video &amp; Voice API </strong>at Vonage, you will provide first-class technical support to our rapidly growing strategic customer base, integrating our real-time communication APIs and SDKs.</p> <h3><strong>Your key responsibilities:</strong></h3> <ul> <li>Investigate, troubleshoot, diagnose and resolve technical issues related to customer API and SDK implementations</li> <li>Communicate effectively (both verbal and written) with our customers and internal stakeholders</li> <li>Problem solver, have a natural curiosity and demonstrate the ability to learn rapidly</li> <li>Contribute to internal and external knowledge bases</li> <li>Collaborate with your team to identify bugs and escalate to next-level support</li> <li>Communicate well with different audiences (developers, technical and non-technical users)</li> </ul> <h3><strong>What you'll bring</strong></h3> <p><strong>Required:</strong></p> <ul> <li>Bachelor’s degree in computer science or equivalent.</li> <li>At least 5 years of experience in technical support, customer success or technical account management role within the Telecommunications or SAAS sectors.</li> <li>Experience supporting or implementing video and or voice APIs or SDKs.</li> <li>Experience with some of the following technologies: IP-based real-time multimedia communication technologies and protocols, including VoIP, SIP, RTP, WebRTC, WebSocket.</li> <li>Voice technologies: e.g., VoiceXML, CCXML, WebRTC.</li> <li>Voice software: e.g. Asterisk, Freeswitch, Kamailio, Voxeo Prophecy.</li> <li>Capable of troubleshooting client and server-side code.</li> <li>Proficiency utilizing Zendesk’s advanced AI features and virtual agents to streamline ticket routing, automate responses, and improve resolution efficiency.</li> </ul> <p><strong>Experience we consider a plus:</strong></p> <ul> <li>Experience with other programming languages: PHP, Python, Ruby, Node</li> <li>JavaScript, iOS or Android development experience</li> <li>Experience building applications using iOS, Android or Javascript</li> <li>Conceptual understanding of the principles of good software design</li> </ul> <h3>How you'll benefit</h3> <ul> <li>Medical Insurance <p><a href="https://docs.google.com/document/d/1YG-tM5wQ0WllPxcL9C1tNyGmLil3XwBhPT4lksgffgM" rel="nofollow ugc noopener" target="_blank"></a></p> </li> <li>Group Life Insurance <p><a href="https://docs.google.com/document/d/1YG-tM5wQ0WllPxcL9C1tNyGmLil3XwBhPT4lksgffgM" rel="nofollow ugc noopener" target="_blank"></a></p> </li> <li>Meal Card (Pluxee Tienda Card) <p><a href="https://docs.google.com/document/d/1YG-tM5wQ0WllPxcL9C1tNyGmLil3XwBhPT4lksgffgM" rel="nofollow ugc noopener" target="_blank"></a></p> <p><a href="https://docs.google.com/document/d/1YG-tM5wQ0WllPxcL9C1tNyGmLil3XwBhPT4lksgffgM" rel="nofollow ugc noopener" target="_blank"></a></p> </li> <li>Volunteer Time (VTO) <p><a href="https://docs.google.com/document/d/1YG-tM5wQ0WllPxcL9C1tNyGmLil3XwBhPT4lksgffgM" rel="nofollow ugc noopener" target="_blank"></a></p> </li> <li>Ericsson Care Line <p><a href="https://docs.google.com/document/d/1YG-tM5wQ0WllPxcL9C1tNyGmLil3XwBhPT4lksgffgM" rel="nofollow ugc noopener" target="_blank"></a></p> </li> <li>Additional benefits and perks will be shared and discussed with you by the recruiter during the interview process. </li> </ul> <p>#LI-ML1</p> <p><strong>There’s no perfect candidate.</strong> You don't need all the preferred qualifications to make a valuable impact on our team. Our employees and customers come from diverse backgrounds, so if you're passionate about what you could achieve at Vonage, we'd love to hear from you.</p> <p>To learn how we process your personal data during the recruitment process, please refer to our <a href="https://www.vonage.com/legal/careers-privacy-notice/" rel="nofollow ugc noopener" target="_blank"><strong>Privacy Notice</strong></a>. </p> <p><strong>Who we are:</strong></p> <p>Vonage is a global cloud communications leader. And your talent will further help brands - such as Airbnb, Viber, WhatsApp, and Snapchat - accelerate their digital transformation through our fully programmable-based unified communications, contact center solutions, and communications APIs. Ready to innovate? Then join us today.</p> <p>Note: The purpose of this profile is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. Assignments may differ for individuals within the same role based on business conditions, departmental need or geographic location. </p>