Vonage

Vonage

Vonage provides flexible and affordable cloud communication services for consumers and businesses, including VoIP, unified communications, and contact centers, all on a highly flexible platform.

Diversified Telecommunication Services
1K-5K
Founded 1998

Description

  • Investigate, troubleshoot, diagnose, and resolve technical issues related to customer API and SDK implementations.
  • Communicate effectively with customers and internal stakeholders through both verbal and written channels.
  • Contribute to internal and external knowledge bases.
  • Collaborate with the team to identify bugs and escalate issues to next-level support when needed.
  • Communicate clearly with developers as well as technical and non-technical users.
  • Support a rapidly growing strategic customer base using real-time communication APIs and SDKs.

Requirements

  • 3-5 years of experience in technical support, customer success, or technical account management within the telecommunications or SaaS sectors.
  • Bachelor’s degree in Computer Science or equivalent.
  • Proven experience using Generative and Agentic AI tools and LLMs to support technical troubleshooting, log analysis, and script debugging.
  • Experience supporting or implementing APIs or SDKs.
  • Experience with real-time multimedia communication technologies and protocols such as VoIP, SIP, RTP, WebRTC, or WebSockets, or with messaging technologies such as SMS, SMPP, GSM, MMS, or WhatsApp.
  • Ability to troubleshoot both client-side and server-side code.
  • Proficiency using Zendesk’s advanced AI features and virtual agents to streamline ticket routing and responses is a plus.
  • Experience using Glean to accelerate technical troubleshooting is a plus.
  • Experience with programming languages such as PHP, Python, Ruby, or Node is a plus.
  • JavaScript, iOS, or Android development experience is a plus.
  • Conceptual understanding of good software design principles is a plus.

Benefits

  • Competitive pay.
  • Unlimited discretionary time off.
  • Tuition reimbursement.
  • Career advancement opportunities.
  • Collaborative work environment.
  • Remote work designation.

Interested in this position?

Apply directly on the company website

Apply Now

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