Technical Support Engineer (L2)

Why this role matters

With the rapid growth in customers using our communication APIs, we are expanding our team in APAC. We are looking for a Technical Support Engineer who enjoys learning new technologies, and has a passion for helping customers succeed.

What you will do

• Provide customers with lightning-fast response and resolution times, combined with great communication, so they are delighted with the API Group service
• Get stuff done for the customer, doing whatever it takes to ensure their success
• Capture knowledge, for customers who prefer solving their own issues without having to contact support
• Identify larger opportunities, so our sales team can ensure we meet the needs of our most important clients
• Follow processes, unless customers are better served by breaking our rules or improving our processes

What you will bring

Our 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.

Successful candidates are likely to have either a keen interest in technology/a technical background, and previous experience in a customer support/service role. Experience or knowledge of the following will be a plus!

•      Messaging: e.g. SMPP, GSM, SMS
•      Voice technologies: e.g.  SIP, VoiceXML, CCXML, WebRTC
•      Voice software: e.g. Asterisk, Freeswitch, Kamailio, Voxeo Prophecy
•      Scripting languages: PHP, Python, Ruby, Node or Java
•      IP-based real-time communications (WebRTC)

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.