Voice & Video API Support Engineer

Vonage; México; A distancia; MXN 420.000 - 660.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical Insurance

Group Life Insurance

Meal Card (Pluxee Tienda Card)

Ericsson Care Line

Descripción de la vacante

Vonage is seeking a Technical Support Engineer for Voice & Video API to deliver first-class technical support to strategic customers by integrating real-time communication APIs and SDKs.

You will investigate issues, troubleshoot, communicate with developers and non-technical users, contribute to knowledge bases, and escalate bugs as needed. This role is based in Mexico with a focus on delivering reliable cloud communications solutions.

Formación

• > Bachelor’s degree in computer science or equivalent.
• < 5+ years in technical support, customer success or technical account management in Telco or SAAS.
• < Experience supporting video or voice APIs/SDKs.
• < Experience with VoIP/SIP/RTP/WebRTC.
• < Proficiency with Zendesk AI features and virtual agents.
• < Programming basics in PHP, Python, Ruby, or Node.
• < Ability to troubleshoot client and server-side code.
• < Strong verbal and written communication.

Responsabilidades

• Investigate, troubleshoot, diagnose and resolve technical issues related to customer API and SDK implementations
• Communicate effectively (verbal and written) with customers and internal stakeholders
• Problem solver with curiosity and rapid learning
• Contribute to internal and external knowledge bases
• Collaborate with your team to identify bugs and escalate to next-level support
• Communicate well with developers and non-technical users

Conocimientos

API troubleshooting

VoIP/SIP/WebRTC

Zendesk AI features

Programming basics (PHP Python Ruby, N

Customer communication

Network protocols

Team collaboration

Educación

Bachelor’s degree in computer science or equivalent

Herramientas

Asterisk

Freeswitch

Kamailio

Voxeo Prophecy

WebRTC debugging tools

Descripción del empleo

Vonage is seeking a Technical Support Engineer for Voice & Video API to deliver first-class technical support to strategic customers by integrating real-time communication APIs and SDKs.

You will investigate issues, troubleshoot, communicate with developers and non-technical users, contribute to knowledge bases, and escalate bugs as needed. This role is based in Mexico with a focus on delivering reliable cloud communications solutions.