Fixed shift timing (Americas Shift): 9:30 PM - 5:30 AM IST
Why this role matters:As a Technical Support Engineer for Jumper AI, you will provide first-class technical support to our rapidly growing strategic customer base, who rely on our conversation commerce engagement platform. You will work closely with sales, product, engineering, and the rest of the Vonage organisation.
Your key responsibilities:- Providing customers with lightning-fast response and resolution times and excellent communication to delight them with the Vonage service.
- Analysing Conversational Flows and using an analytical approach to troubleshoot and solve technical issues within our Jumper APIs
- Getting stuff done for the customer, doing whatever it takes to ensure their success.
- Capturing knowledge for customers who prefer solving their issues without contacting support.
- Following processes unless customers are better served by bending our rules or improving our processes.
- You are curious to learn how things work and what you can do to improve them.
- Work closely with other teams, such as developers and product managers, to identify and resolve technical issues and provide feedback on product issues and bugs.
Successful candidates should have experience in technical support within cloud communication, conversational commerce, or AI/ML technology sectors.
- 2-4 years experience in technical support, ideally within the Google Cloud Platform, Communications Platform (CPAAS), B2B SAAS platform, Conversational Commerce or AI/Machine Learning Technologies
- Experience in SQL and non-SQL databases to understand how the platform stores and retrieves data.
- Familiarity and understanding of REST APIs and webhooks
- Scripting languages: Python and JavaScripting with React and Vue.js would be a plus
- Experience with CRM software like Zendesk, JIRA, or Confluence would be a plus.
- Excellent communication skills, written and verbal
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.
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.
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What We Do
We’re making communications more flexible, intelligent, and personal, to help enterprises the world over stay ahead. We provide unified communications, contact centers and programmable communications APIs, built on the world's most flexible cloud communications platform.
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