Technical Support Engineer - Voice API

Vonage; Ciudad de México; Presencial; MXN 780.166 - 1.040.221; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Unlimited discretionary time off

Tuition reimbursement

Descripción de la vacante

A leading cloud communications company is looking for a Technical Support Engineer in Mexico City. You will provide first-class support to customers using our Voice APIs and manage projects while collaborating closely with Sales. Ideal candidates have a Bachelor's degree in Computer Science, 2+ years of experience in technical support, and familiarity with voice software like Asterisk. The role offers competitive pay, unlimited time off, and opportunities for career advancement.

Formación

• 2+ years of experience as a Support Engineer in APIs or telecommunications sectors.
• Experience with voice software and troubleshooting applications.
• Ability to communicate effectively in both verbal and written form.

Responsabilidades

• Investigate, troubleshoot, diagnose and resolve technical issues related to Voice APIs.
• Communicate with customers and internal stakeholders regarding issues and solutions.
• Capture knowledge to aid customers in solving issues independently.

Conocimientos

Technical support and troubleshooting

API integration

Customer communication

Problem-solving

Educación

Bachelor's Degree in Computer Science or equivalent

Herramientas

Asterisk

Freeswitch

Kamailio

Kibana

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 a Technical Support Engineer at Vonage, you will provide first-class support to our rapidly growing strategic customer base, who are integrating our Voice APIs. The ideal candidate will have experience supporting APIs or SDKs, or of software development. You will also be responsible for driving and managing customer-related projects, initiatives and tasks for our strategic accounts, collaborating heavily with Sales and working closely with the rest of the API Group.

What you will do?

• Investigate, troubleshoot, diagnose and resolve technical issues related to our Voice APIs
• Communicate effectively (both verbal and written) with our customers and internal stakeholders
• Problem solve, have a natural curiosity and demonstrate the ability to learn rapidly
• Capture knowledge, for customers who prefer solving their own issues without having to contact support

What you must have

• Bachelor's Degree in Computer Science, or equivalent field
• 2+ years experience working as a Support Engineer, with Application Programming Interfaces (APIs), or in the telecommunications or SaaS sectors
• Voice software: e.g. Asterisk, Freeswitch, Kamailio, Voxeo Prophecy
• Experience supporting or integrating APIs and/or SDKs

Preferred qualifications

• Troubleshooting Applications: e.g. Kibana (Elastic Search)
• Knowledge or experience working with KCS (Knowledge Centered Support)

Benefits

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.

Diversity and Inclusion

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.