Technical Support Engineer

Vonage; Bengaluru; On-site; INR 750,000 - 1,250,000; Full time

Job summary

Vonage is seeking an API/SDK Video Support Engineer in Bengaluru to deliver first-class technical support for our real-time communications APIs and SDKs. You will investigate issues, guide customers and internal teams, and contribute to knowledge bases while working with developers, QA, and product teams.

This role has fixed shift timings and requires strong technical communication skills and a passion for learning.

Qualifications

• Bachelor’s Degree in Computer Science or equivalent.
• 2–4 years in technical support, customer success or technical account management in Telecom or SAAS.
• Experience supporting or implementing APIs/SDKs; IP-based real-time multimedia tech incl. VoIP, SIP, RTP, WebRTC, WebSockets.
• Troubleshoot client and server-side code.
• Experience leveraging Generative AI tools and LLMs to accelerate troubleshooting.

Responsibilities

• Investigate, troubleshoot, diagnose and resolve issues related to customer API and SDK implementations.
• Communicate effectively with customers and internal stakeholders.
• Learn rapidly and contribute to internal knowledge bases.
• Collaborate with team to identify bugs and escalate to next-level support.
• Engage with developers, QA and product teams; communicate to non-technical audiences.

Skills

APIs/SDKs knowledge

Technical support experience

VoIP/SIP/RTP/WebRTC

AI tooling for troubleshooting

Education

Bachelor's Degree in Computer Science

Tools

Zendesk

Glean

LLMs

Job description

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

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

Please note the role has Fixed shift timing: 14:30 - 22:30 IST

• 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 keep to next-level support
• Communicate well with different audiences (developers, technical and non-technical users)

What you’ll bring

• Bachelor’s Degree in Computer Science or equivalent
• At least 2-4 years experience in technical support, customer success or technical account management role within the Telecommunications or SAAS sectors
• Experience supporting or implementing APIs or SDKsExperience with IP-based real-time multimedia communication technologies and protocols, including VoIP, SIP, RTP, WebRTC, WebSockets
• Capable of troubleshooting client and server-side code
• Proven experience leveraging Generative and Agentic AI tools and LLMs to accelerate complex technical troubleshooting, log analysis, and script debugging

Nice to have:

• 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
• Proficiency utilizing Zendesk’s advanced AI features and virtual agents to streamline ticket routing, automate responses, and improve resolution efficiency
• Strong experience leveraging Glean to accelerate complex technical troubleshooting

What's in it for you

In addition to providing exciting work, career advancement opportunities, and a collaborative work environment, Vonage provides competitive pay and benefits including unlimited discretionary time off and tuition reimbursement.

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.

#LI-MW1

There’s no perfect candidate. 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.

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Who we are:

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.

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.