Technical Support Engineer – Voice & Video API
Join Vonage and help us innovate cloud communications for businesses worldwide!Vonage Communications APIs: 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. Why this role matters 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! As an 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. Your key responsibilities: 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) What you'll bring Required: 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. Experience we consider a plus: 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 How you'll benefi...