Technical Support Engineer

Vonage; Mexico; On-site; PHP 250,000 - 380,000; Full time

Job summary

Vonage is seeking a Level 1 Technical Support Engineer for its API Support group in a fast-paced environment. You will deliver first-class support and triage requests via email, phone and chat, collaborating with cross-functional teams to resolve issues quickly.

Ideal candidates have a Bachelor's in Computer Science and 1–2 years in technical support within telecom or tech sectors, with strong communication and a proactive, customer-focused attitude.

Qualifications

• Bachelor's degree in Computer Science required.
• 1–2 years of Technical Support experience in telecom or technology sectors.

Responsibilities

• Provide customers with fast response and resolution times and clear communication.
• Triage support requests by email, phone and chat.
• Communicate effectively with customers and internal stakeholders.
• Collaborate with cross-functional teams to accelerate ticket resolution.
• Be curious and learn rapidly to improve support quality.
• Capture knowledge to help customers resolve issues independently.

Skills

Communication skills

Customer focus

Organizational skills

Curiosity to learn

Education

Bachelor's degree in Computer Science

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 does this role matter?

As a Level 1 Technical Support Engineer for our API Support group, you will deliver first-class support to our rapidly growing customer base. Our Support Engineers demonstrate excellent communication skills, sound judgment, and strong organizational habits to ensure that every customer issue receives the appropriate attention.

What will you do?

• Provide customers with lightning-fast response and resolution times and excellent communication, so they are delighted with the Vonage service.
• Triage support requests by email, phone and chat.
• Communicate effectively (both verbal and written) with our customers and internal stakeholders.
• Collaborate with cross-functional teams to accelerate ticket resolution.
• Problem-solver, have a natural curiosity and learn rapidly.
• Capture knowledge for customers who prefer solving their issues without having to contact support.

What you must have

• Bachelor's Degree in Computer Science
• At least 1-2 years of Technical Support experience in the telecommunications or technology sectors.

What you’ll bring

• Excellent situational awareness skills in customer and task prioritization
• Strong communication skills, both verbal and written
• Proactive and customer-focused attitude
• The ability to learn processes and product fundamentals rapidly

Any of the following is a plus

• Level 1 or 2 Technical Support experience
• Experience working with APIs and/or SDKs

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.