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Technical Support Engineer (APAC Video Specialist)
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Job Location
Job Summary
Vonage is seeking a Technical Support Engineer (APAC Video Specialist) to provide first-class technical support for its rapidly growing strategic customer base. The role involves investigating, troubleshooting, and resolving technical issues related to API and SDK implementations. The ideal candidate has at least 3-5 years of experience in technical support, customer success, or technical account management within the Telecommunications or SAAS sectors. They should be proficient in IP-based real-time multimedia communication technologies and protocols, including VoIP, SIP, RTP, WebRTC, and WebSockets. Flexible remote work options are available, with a competitive salary and benefits package.
Fixed shift timing: 06:30 to 14:30 IST
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 an API/SDK 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 will you 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 SDKsExperience 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 plus
- Experience with other programming languages: PHP, Python, Ruby, Node
- JavaScript, iOS or Android development experience
- Experience building applications using iOS, Android or Javascript
- Conceptual understanding of the principles of good software design
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