Product Support Specialist

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.