Tech Support Engineer

Voice Support Engineer II

Timings: APAC (6:30 AM to 3:30 PM IST)

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 Voice 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, with a main focus on our Voice platform. You will be responsible for driving and managing customer-related projects and initiatives, and tasks for our strategic accounts, collaborating heavily with Sales, Engineering, and the rest of the Vonage organization

Responsibilities

• Providing customers with lightning-fast response and resolution times, combined with great communication, so they are delighted with the Vonage service.
• Getting stuff done for the customer, doing whatever it takes to ensure their success.
• Capturing knowledge, for customers who prefer solving their own issues without having to contact support.
• Following processes, unless customers are better served by breaking our rules or improving our processes.

Skills

Successful candidates are likely to be experienced in technical support, ideally within the telecommunications or technology sectors.

• 5+ years experience in technical support, ideally within the cloud communications (CPAAS) or SAAS sectors.
• Voice technologies: e.g. SIP, VoiceXML, CCXML, WebRTC, Websockets
• Voice software: e.g. Asterisk, Freeswitch, Kamailio, Voxeo Prophecy
• Scripting languages: PHP, Python, Ruby, Node or Java
• Former Software Application Developer experience is a plus

Vonage Support Engineers possess excellent communication skills, both talking and writing with our customers and internal stakeholders. They also have great judgment and personal organisation habits to ensure every customer issue gets the right focus. Our SEs are fascinated with problem solving, have a natural curiosity and can demonstrate the ability to learn rapidly.

The ideal candidate will have experience supporting APIs or SDKs, or of software development. Additional Asian languages will be a plus.

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.

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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.