Now a part of Vonage, Nexmo is the emerging global leader in the $100B+ cloud communications platform (CPaaS) market. Customers like Airbnb, Viber, WhatsApp, Snapchat, and many other brands use our APIs and SDKs to provide great communications experiences for their customers everywhere in the world. With the rapid growth in customers using our communication APIs, we are expanding our team in the UK.

We are looking for a Senior Technical Support Engineer who enjoys learning new technologies, and has a passion for helping customers succeed.

Nexmo Support Experts 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 Support Experts are fascinated with problem solving, have a natural curiosity and can demonstrate the ability to learn rapidly.

Responsibilities

  • Acting as the point of escalation and regional expert within the Support team

  • Driving and managing customer-related projects, initiatives and tasks for our strategic accounts

  • Liaising with Engineering to set Support up for success

  • Providing feedback Carrier and Routing teams to improve service options

  • Capturing and proactively sharing knowledge with customers and colleagues

What You Must Have Experience In

  • 5+ years in technical support, ideally within the telecommunications or SAAS sectors

  • Experience with HTTP & SMPP Servers

  • Messaging technologies: SMPP, GSM, SMS

  • Familiarity with developer's tools and languages (PHP, Python, Ruby, Node, Java)

  • Excellent understanding of networking: TCP/IP, UDP, most common protocols

What You’re Great At

  • Deep dives into complex issues

  • Communicating the management and resolution of mission critical issues

  • Obtaining complex information from customers

  • Acting as a point of escalation and regional subject matter expert

  • Using your creativity and curiosity to suggest new and alternative ways of approaching problems

  • Getting stuff done for the customer, doing whatever it takes to ensure their success

What You’re Good At

  • Creating and updating technical documentation

  • Identifying larger opportunities, so our sales team can ensure we meet the needs of our most important clients

  • Following processes, unless customers are better served by breaking our rules or improving our processes

Qualities About You That Might Make our Decision Easier

  • Respected in the Communications community

  • An established presence posting on Twitter, Quora, Hacker News, Stack Overflow, online forums, blogs, or other high technology news sources

  • Experience supporting APIs or SDKs

  • BA/BS degree

  • Additional languages

 

Nexmo, the Vonage API Platform... Who are we?

Nexmo, the Vonage API Platform, provides tools for voice, messaging and phone verification, allowing developers to embed programmable communications into mobile apps, websites and business systems. Nexmo enables enterprises to reimagine their digital customer experiences by providing them with the tools they need to easily communicate information to customers in real-time through text messaging, chat, social media and voice.

Industry leaders including Snapchat, Zalora, Uber, Telegram, Lazada, KLM, GrabTaxi, Airbnb, Alibaba and Daimler send millions of messages per month using Nexmo APIs.

Founded in 2010, Nexmo is now the Vonage API Platform and remains a fast growing startup, with over 300 people employed across our San Francisco, London, Singapore and Hong Kong locations.

 

Why Nexmo… Our values!

Being disruptive, getting things done, and working with passion and integrity are the values that matter at Nexmo. We are on a mission to enable simplified communications between enterprises and their customers by empowering our employees. We strive for passion and integrity, both personally and professionally.

We have achieved significant growth by hiring exceptional people. We have big goals, and we want the people who join us to be self-confident, focused on customers and delivery, and who are structured and committed in their approach. We value those who will help us continue this spirit. If this appeals to you then we encourage you to apply.

 

OPENING DATE: 13th December 2019

CLOSING DATE: 12th January 2020

SALARY: Competitive Market Rate

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