Customer Success Engineer

Job Description 

Responsibilities

• Manage customer issues through effective diagnosis, resolution, or implementation of new investigation tools to increase productivity for customer issues on Agora platform products.
• Develop an in-depth understanding of Agora's product technology and underlying architectures by troubleshooting, reproducing, determining the root cause for customer reported issues, and building tools for faster diagnosis, so we can identify and resolve future issues quickly.
• Act as a consultant and subject matter expert for internal stakeholders in engineering, sales, and customer organizations to resolve technical deployment obstacles and improve Agora.
• Work closely with solution architect, product and engineering teams to find ways to improve the customer experience and our product.
• Understand customer issues and advocate for their needs proactively with cross-functional teams like Product Management or Software Engineering.
• Will Travel 25-30% once ability to travel lifts
• Once Covid settles down, this person will report to our office.

Required Skills, Experience and Competencies:

• 2-3 years of experience in a level 3-4 technical support role.
• Understanding of the SDLC.
• Must be able to write code and script; we're a little flexible about the languages and environments - see our preferred experience list below for more reference.
• Experience troubleshooting networks, TCP/UDP, configurations/firewalls.
• Excellent customer interaction skills and experience; be able to work well with our SA team and our Account Executives.
• A high-energy, passionate and enthusiastic attitude; desire and flexibility to work in a fast-paced, ever-changing starting up environment.
• Great communication skills, with the ability to translate dense technical content for the layperson. 

Preferred Skills and Experience:

• Previous experience as a developer highly preferred.
• Experience in technical support and troubleshooting.
• Real-time communications (voice/video conferencing) experience, and/or WebRTC experience.
• Knowledge of gaming development frameworks, such as Unity3d, Cocos2d-x.
• Knowledge of cross-platform development frameworks, such as ReactNative, Xamarin.
• Server-side development experience (Node JS, Python, PHP, Ruby);
• Knowledge of IP networking, including routing protocols and SIP, firewall and proxy configurations.
• Success in building a demo application with the Agora.io SDK.
• Tell us more about you! Links to other web sites and resources where we might learn more about you (Github, Stack Overflow, etc.) are greatly appreciated.

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