As an emerging leader in the $10B+ communications API market, we empower global brands to connect better with their customers, employees, and partners through transformative communications experiences. For example, Vonage API solutions empower organizations to build their custom omnichannel communications structure. This allows them to reach and engage customers on their preferred schedule and channel — including voice, video, and messaging. Think of a rideshare service instantly connecting with customers, hospital staff conducting remote monitoring, customers verifying their identity before completing a purchase, AI virtual agents servicing customers around the clock, and much more.
Why this role mattersVonage 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!
As an Technical Support Engineer- Video & Voice API at Vonage, you will provide first-class technical support to our rapidly growing strategic customer base, integrating our real-time communication APIs and SDKs.
Your key responsibilities:- 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)
Required:
- 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 we consider 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
- 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.
#LI-ML1
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.
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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.
Skills Required
- Bachelor's degree in computer science or equivalent.
- At least 5 years of experience in technical support, customer success, or technical account management within Telecommunications or SaaS.
- Experience supporting or implementing video and/or voice APIs or SDKs.
- Experience with IP-based real-time multimedia communication technologies and protocols (VoIP, SIP, RTP, WebRTC, WebSocket).
- Experience with voice technologies (VoiceXML, CCXML, WebRTC).
- Experience with voice software such as Asterisk, Freeswitch, Kamailio, Voxeo Prophecy.
- Ability to troubleshoot client-side and server-side code.
- Proficiency using Zendesk's advanced AI features and virtual agents.
- Experience with PHP, Python, Ruby, or Node.js.
- JavaScript, iOS, or Android development experience.
- Experience building applications using iOS, Android, or JavaScript.
- Conceptual understanding of principles of good software design.
Vonage Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Vonage and has not been reviewed or approved by Vonage.
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Leave & Time Off Breadth — Leave programs include PTO/vacation, paid holidays, and maternity/paternity leave, with unlimited paid time off highlighted for many salaried roles. Paid sick leave is also available in some cases.
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Healthcare Strength — Healthcare coverage includes medical, dental, and vision insurance alongside HSA and FSA options. Wellness-related offerings such as gym membership or reimbursement are available in some locations.
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Flexible Benefits — Benefits extend to flexible schedules, work-from-home/telecommuting options, and ancillary protections like legal plans and voluntary auto, home, and pet insurance. Equipment support such as company-provided laptops is also noted.
Vonage Insights
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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