Support Engineer • Senior

Who you are

You have a Bachelor’s Degree in Computer Science or a related field, and at least 3-5 years of experience in technical support, customer success, or technical account management within the Telecommunications or SaaS sectors. Your technical savviness allows you to support or implement APIs and SDKs effectively, and you have experience with IP-based real-time multimedia communication technologies and protocols, including VoIP, SIP, RTP, WebRTC, and WebSockets. You possess superior customer relationship skills and a passion for learning, which enables you to provide a customer experience that leaves users impressed and loyal.

You are a natural problem solver with a strong curiosity and the ability to learn rapidly. You communicate effectively, both verbally and in writing, with various audiences, including developers and non-technical users. Your collaborative spirit helps you work well with your team to identify bugs and escalate issues to next-level support. You contribute to internal and external knowledge bases, enhancing the overall support experience for customers.

Desirable

Experience in unified communications and contact center solutions is a plus, as is familiarity with communications APIs. You thrive in environments that challenge your technical skills and allow you to innovate in cloud communications.

What you'll do

As a Senior Technical Support Engineer at Vonage, you will investigate, troubleshoot, diagnose, and resolve technical issues related to customer API and SDK implementations. You will be responsible for providing first-class technical support to our rapidly growing strategic customer base, ensuring that their integration of our real-time communication APIs and SDKs is seamless and effective. Your role will involve communicating effectively with customers and internal stakeholders to ensure that issues are resolved promptly and satisfactorily.

You will collaborate with your team to identify bugs and escalate them to next-level support when necessary. Your contributions to internal and external knowledge bases will help improve the overall support experience for customers. You will also engage with different audiences, adapting your communication style to suit both technical and non-technical users, ensuring that everyone understands the solutions you provide.

What we offer

At Vonage, we offer a dynamic work environment where innovation is encouraged. You will have the opportunity to work with cutting-edge technologies in cloud communications and contribute to a team that values technical expertise and customer satisfaction. We believe in fostering a culture of continuous learning and growth, providing you with the resources and support you need to excel in your role. Join us and be part of a team that is transforming the way businesses communicate worldwide.