Senior Technical Support Engineer

Vonage; Ciudad de México; Presencial; MXN 400,000 - 550,000; Jornada completa

Descripción de la vacante

A leading cloud communications provider is seeking an API/SDK Video Support Engineer to provide top-tier support to clients, resolving technical issues related to APIs and SDKs. Candidates should have a Bachelor’s in Computer Science and 3-5 years of relevant experience in technical support. Strong problem-solving skills and effective communication with varying audience types are essential. This role offers an opportunity to work with cutting-edge technologies in a diverse environment.

Formación

• 3-5 years of technical support or customer success experience in Telecommunications or SAAS.
• Experience with troubleshooting client and server-side code.

Responsabilidades

• Investigate and resolve technical issues for customer API and SDK implementations.
• Contribute to knowledge bases and collaborate with the team for bug identification.

Conocimientos

Technical support experience

Customer success

Problem solving

Effective communication

Ability to learn quickly

Educación

Bachelor’s Degree in Computer Science or equivalent

Herramientas

APIs

SDKs

VoIP technologies

WebRTC

Descripción del empleo

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.

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 3-5 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
• Conceptual understanding of the principles of good software design

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.