Technical Support Engineer (EMEA - Messaging)

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

Why this role matters:

We help our customers create innovative and delightful customer experiences using our programmable communication building blocks. Through a choice of support offerings, we provide top-tier support for developers and enterprises. Our global technical team, skilled in development, communications technology and troubleshooting help our customers rapidly resolve any issues, publish online knowledge articles, and communicate proactively for any incidents that occur.

As a Technical Support Engineer at Vonage, you will provide first-class technical support to our rapidly growing strategic customer base, who are integrating our real-time communication APIs and SDKs.

We challenge our Support Engineers to provide a customer experience that leaves our users impressed, loyal and true advocates of our company!

IF THIS SOUNDS LIKE YOU, CONTINUE READING BELOW...

Your key responsibilities:

• Thoroughly understand technologies and protocols such as SMS, HTTP and APIs
• Investigate, troubleshoot, diagnose and resolve technical issues related to cloud communication platforms
• Communicate effectively (both verbal and written) with our customers and internal stakeholders
• Problem-solve, have a natural curiosity and demonstrate the ability to learn rapidly
• Communicate well with different audiences (developers, technical and non-technical users)

What you'll bring

Required

• 2+ years in technical support, ideally within the telecommunications, CPaaS or SaaS sectors
• A good understanding of networking: TCP/IP; most common protocols
• Experience in the A2P Messaging or Cloud Communication industries 
• Experience in proprietary server-side log analysis 
• Experience in supporting well-designed RESTful APIs 

Any of the following is a huge plus:

• Bachelor’s Degree in Computer Science, or equivalent
• Experience with common programming languages: PHP, Python, Ruby, Node
• Experience troubleshooting client and server-side code
• JavaScript, iOS or Android development experience

How you’ll benefit:

• Group health insurance - Covers Employee, Spouse, Children & Parents
• Group Accident & Disability Insurance
• Flexible benefits plan for tax exemptions
• Ericsson Care Line
• Attractive leave policy
• Additional benefits and perks will be shared and discussed with you by the recruiter during the interview process

#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:

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.