Senior Technical Support Engineer (API Support)

Join Vonage and help us innovate cloud communications for businesses worldwide!

Vonage is a global cloud communications leader that helps businesses accelerate their digital transformation through our fully programmable Unified Communications, Contact Center Applications, and Communications APIs.

Vonage 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 a Senior Support Engineer, you will provide first-class technical support to our rapidly growing strategic customer base, who rely on our real-time communication APIs and SDKs. You will be responsible for driving and managing customer-related projects, initiatives and tasks for our strategic accounts, collaborating heavily with Sales, Engineering, and the rest of the Vonage organization.

What will you do?

• 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
• Be a 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 Product/Engineering teams
• Communicate well with different audiences (developers, technical and non-technical users)

What you must have:

• 3+ years as a Support Engineer in the telecommunications or SaaS sectors
• Messaging technologies: SMPP, GSM, SMS
• Strong knowledge of RESTful API’s and the ability to understand and troubleshoot issues with cloud solutions
• English and Japanese language proficiency

Any of the following is a plus:

• Experience with Voice technologies: SIP, VoiceXML, CCXML, WebRTC 
• Supporting APIs or SDKs
• Excellent understanding of networking: TCP/IP, UDP, most common protocols
• Voice software: Asterisk, Freeswitch, Kamailio, Voxeo Prophecy

#LI-SK1

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:

At Vonage, our mission is to accelerate the way the world connects. As an emerging leader in the $10B+ cloud communications platform (CPaaS) market, we empower businesses to connect better with their customers, employees, and partners through transformative communications experiences. Our innovative solutions span messaging, voice, video, and data technologies, providing seamless and engaging interactions for customers like Airbnb, Viber, WhatsApp, and Snapchat.

Join us to be part of a dynamic team committed to shaping the future of connectivity!

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.