Why this role matters

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 Developer Support Engineer (WebRTC), you will provide first-class technical support to our rapidly growing strategic customer base, who rely on our real-time communication APIs and SDKs. You will also be responsible for driving and managing customer-related projects, initiatives and tasks for our strategic accounts, collaborating heavily with Sales and working closely with the rest of the API Group.


What you will do

  • Investigate, troubleshoot, diagnose and resolve technical issues related to IP-based network technologies
  • 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
  • Capture knowledge, for customers who prefer solving their own issues without having to contact support

What you will bring

  • A demonstrated diplomacy in your interactions with customers and interfacing departments
  • Ability to adjust your approach to an enterprise or digital native audience
  • Ability to follow processes, unless customers are better served by breaking our rules or improving our processes
What is required for application
  • 3+ years as a Support Engineer in the telecommunications or SaaS sectors

Knowledge of/experience:

  • IP-based real-time multimedia communication technologies and protocols including VoIP, SIP, RTP, WebRTC, Websockets
  • Troubleshooting iOS, Android or Javascript SDKs and applications
  • Investigating and troubleshooting, SDK and API implementation issues

Qualities that might make our decision easier:

  • Bachelor's Degree in Computer Science, or equivalent
  • Experience with developer tools and languages (Python, Ruby, Node/Javascript, Java, PHP)
  • Experience supporting or integrating APIs or SDKs
  • Knowledge of the telecommunication global carrier ecosystem
  • Experience building applications using iOS, Android or Javascript
  • Conceptual understanding of the principles of good software design

What is in it for you

In addition to providing exciting work, career advancement opportunities, and a collaborative work environment, Vonage provides competitive pay and benefits including unlimited discretionary time off and tuition reimbursement.


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. An individual must demonstrate successful performance in their current position before being considered for promotion. In addition, in order to promote into a higher-level position, a business need for the promotion must exist and the candidate must be considered the most qualified person for the new position.

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