Video & Voice API Support Engineer – Cloud Communications

United States Digital Space LLC

United States

Remote

USD 90,000 - 120,000

Full time

14 days+

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Benefits offered by this job

Medical Insurance

Group Life Insurance

Meal Card (Pluxee Tienda Card)

Volunteer Time (VTO)

Ericsson Care Line

Job summary

the company is a global cloud communications leader seeking a Technical Support Engineer- Video & Voice API to assist a rapidly growing strategic customer base by integrating real-time communication APIs and SDKs.

You will investigate and resolve API/SDK issues, communicate with customers and stakeholders, and contribute to knowledge bases while collaborating with peers to improve support and drive customer success.

Qualifications

Bachelor’s degree in computer science or equivalent.
5+ years in technical support, customer success or technical account management in Telecommunications or SAAS sectors.
Experience supporting or implementing video and/or voice APIs or SDKs.
Experience with VoIP-related tech: SIP, RTP, WebRTC, WebSocket.
Proficiency with Zendesk’s advanced AI features for ticket routing and automation.

Responsibilities

Investigate, troubleshoot, diagnose and resolve technical issues related to customer API and SDK implementations.
Communicate effectively with customers and internal stakeholders.
Demonstrate curiosity and ability to learn rapidly.
Contribute to internal and external knowledge bases.
Collaborate with team to identify bugs and escalate to next-level support.
Communicate with developers, technical and non-technical users.