Technical Support Engineer – Voice & Video API

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Vonage

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2001

💼 Consulting

🏥 Healthcare

📦 Logistics

💰 $225M Post-IPO Debt on 2014-08

Consulting • Healthcare • Logistics

Vonage is a global leader in communications services, offering a robust suite of tools including Communications APIs, Unified Communications, and Contact Centers solutions. The company empowers businesses to reach and engage customers across various channels such as messaging, voice, and video, facilitating superior customer experiences. Vonage integrates advanced technologies like AI and automation to enhance operational efficiency and customer satisfaction, supporting industries ranging from healthcare to retail with tailored communications solutions. As a testament to its capabilities, Vonage is consistently recognized as a leader in Communications Platform as a Service (CPaaS).

📋 Description

• 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)

🎯 Requirements

• Bachelor’s degree in computer science or equivalent. • At least 5 years of experience in technical support, customer success or technical account management role within the Telecommunications or SAAS sectors. • Experience supporting or implementing video and or voice APIs or SDKs. • Experience with some of the following technologies: IP-based real-time multimedia communication technologies and protocols, including VoIP, SIP, RTP, WebRTC, WebSocket. • Voice technologies: e.g., VoiceXML, CCXML, WebRTC. • Voice software: e.g. Asterisk, Freeswitch, Kamailio, Voxeo Prophecy. • Capable of troubleshooting client and server-side code. • Proficiency utilizing Zendesk’s advanced AI features and virtual agents to streamline ticket routing, automate responses, and improve resolution efficiency. • 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.

🏖️ Benefits

• Medical Insurance • Group Life Insurance • Meal Card (Pluxee Tienda Card) • Volunteer Time (VTO) • Ericsson Care Line • Additional benefits and perks will be shared and discussed with you by the recruiter during the interview process.