Offer summary

Qualifications:

5-7 years of experience in technical support or customer success roles, preferably in Telecommunications or SAAS sectors., Experience with APIs or SDKs and troubleshooting client/server-side code., Familiarity with messaging technologies like SMS, RCS, and VoIP protocols., Bachelor’s Degree in Computer Science or equivalent is preferred..

Key responsabilities:

Provide technical support to customers through various communication channels.

Manage complex escalations involving technical issues with APIs and products.

Collaborate with Product Managers and Support Leads to prepare for new features and products.

Investigate and resolve technical issues related to customer API and SDK implementations.

Job description

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.

Why this role matters:

As an API/SDK Product Support Specialist at Vonage, you will provide first-class technical support to our rapidly growing strategic customer base integrating our real-time communication APIs and SDKs.

In this role, you’ll:

Provide excellent technical support for our customers via all relevant communication channels
Manage complex escalations that may involve technically challenging issues with our APIs and products, as well as diverse audiences
Communicate and collaborate effectively with different audiences, including technical team members (Engineers, Product Experts, developers) and non-technical users
Collaborate with Product Managers and Support Readiness Leads to ensure all the pieces, documentation and training is in place to support new features and products, that haven’t gone through the normal Support Readiness cycle
Investigate, troubleshoot, diagnose and resolve technical issues related to customer API and SDK implementations
Ensure effective follow-up with Suppliers, partners and internal departments to drive issues towards resolution
Demonstrate the ability to learn rapidly, prioritize, multi-task and be a problem solver
Contribute to internal and external knowledge bases and documentation

What you’ll bring:

Required

At least 5-7 years experience in technical support, product support, customer success or technical account management roles within the Telecommunications or SAAS sectors
Experience supporting or implementing APIs or SDKs
Experience with Messaging technologies such as SMS, RCS, Whatsapp and/or IP-based real-time multimedia communication technologies and protocols, including VoIP, SIP, RTP, WebRTC, WebSockets
Capable of troubleshooting client and server-side code

Desirable

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
Experience in a technical escalation management role
Bachelor’s Degree in Computer Science or equivalent

Where you will work:

This position offers a 100% remote work arrangement based out of Mexico.

Sponsorship is not available. Legal authorization to work in Mexico is required. We are unable to sponsor individuals for employment visas, now or in the future, for this job opening.

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.

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