Senior Technical Support Engineer (NAM Video Specialist)

Fixed shift timing: 22:30 - 6/7:30 IST

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!

Why this role matters

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

IF THIS SOUNDS LIKE YOU, CONTINUE READING BELOW .

What you will do

• 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 must have:

• Bachelor s Degree in Computer Science or equivalent
• At least 5-7 years experience in technical support, customer success or technical account management role within the Telecommunications or SAAS sectors
• Experience supporting or implementing APIs or SDKs
• Experience with IP-based real-time multimedia communication technologies and protocols, including VoIP, SIP, RTP, WebRTC, WebSockets
• Capable of troubleshooting client and server-side code

Any of the following is a huge 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

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