Full-Time
Partner Support Technician
Partner Support
Posted on 10/3/2025
Vonage
1,001-5,000 employees
Cloud communications platform CPaaS, UCaaS, CCaaS
No salary listed
Remote in USA
Remote
 IT & Security |
|---|
- Strong Customer service skills, including being an active listener with the ability to de-escalate quickly
- Superior technical troubleshooting and analytical skills
- Advanced written and oral communication skills, with extreme attention to detail
- Ability to quickly establish and maintain excellent rapport with customers
- Proven communication skills required to create, maintain and enhance customer relationships and experiences
- Outstanding technical competence (Software, Hardware, Networks)
- Ability to multi-task and learn quickly in a challenging environment
- Advanced judgment, negotiation, and problem-solving skills
- Exceptional ability to adjust to the technical level of the customer when communicating technical information
- Advanced experience positioning sensitive and confidential subjects
- Ability to work independently, with limited supervision, yet work well within a team
- Ability to work quickly and efficiently under deadline pressure
- Outstanding follow through and organizational ability
- Bachelor Degree or equivalent experience required
- Supporting Existing Customers
- Review and catalog the network(s) for clients and confirm they are VoIP equipped
- Ensure phone and feature setups are working properly
- Provide recommendations on future enhancements
- VIP Customer Escalations
- Assist the Retention Team in resolving escalated customer problems
- Provide high-level support as a contributor to Partner Support
- Ability to balance inbound calls and emails, as well as assisting the Partner Support Team in a scheduled environment
- Handle escalated issues sent to you by management and executive leadership
- Provide customer-focused support using clear and descriptive methods
- Manage and complete projects on time
- Work within multiple scheduling and ticketing programs
- Coordinate with various departments to provide internal education and assistance
- Advise customer on network topology and configuration
- Determine the source of customer issues (hardware, software, user access, other)
- Document resolutions for future reference
- Minimum two years of technical support experience preferred
- A+, Networking + , MCSA, CCNP or other certifications
Vonage provides cloud-based communications services for businesses. Its main offerings include Communications Platform as a Service (CPaaS), Unified Communications as a Service (UCaaS), and Contact Center as a Service (CCaaS). CPaaS lets developers add voice, messaging, video, and data features into apps, websites, and workflows via APIs. UCaaS combines voice, video, messaging, and collaboration tools in one platform, while CCaaS offers advanced customer service tools. Unlike many competitors, Vonage bundles these capabilities into a global, scalable cloud platform that supports both integration into software and standalone communications, with revenue coming from subscription fees and usage-based charges. The company’s goal is to help businesses of all sizes improve customer engagement and streamline operations by modernizing their communication infrastructure across industries like healthcare, finance, retail, and education.
Company Size
1,001-5,000
Company Stage
IPO
Headquarters
Holmdel Township, New Jersey
Founded
2001
Simplify's Take
What believers are saying
- Postman Verified Workspace reaches 40 million developers, accelerating API adoption.
- ServiceNow native integration embeds Vonage voice AI into enterprise workflows.
- Vonage Startup Program provides $75,000 API credits, boosting developer growth.
What critics are saying
- Twilio erodes Vonage's 10.5% VoIP share with 40% cheaper SMS APIs.
- Genesys captures contact center customers via 25% faster AI deployments.
- OpenAI's ChatGPT voice integration obsoletes Vonage Voice API revenues.
What makes Vonage unique
- Vonage uniquely combines UCaaS, CCaaS, and CPaaS under Ericsson's network APIs.
- Vonage Video API powers LanguageLine's video interpreting in 50 languages.
- Vonage offers Quality on Demand API for prioritized mobile connectivity in field services.
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Benefits
Remote Work Options
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Growth & Insights and Company News
6 month growth
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↑ 0%Vonage receives Frost & Sullivan's 2025 Asia-Pacific communications platform-as-a-service Company of the Year Recognition. Apr 07, 2026, 09:00 ET Vonage is recognized for its market leadership in omnichannel communications, trusted brand experiences, and deep vertical expertise. SAN ANTONIO, April 7, 2026 /PRNewswire/ - Frost & Sullivan is pleased to announce that Vonage, part of Ericsson (NASDAQ:ERIC), has been named the 2025 Asia-Pacific Company of the Year in the communications platform-as-a-service (CPaaS) industry for its outstanding achievements in agility, operational efficiency, revenue growth, competitive differentiation, and stability. This recognition highlights Vonage's consistent leadership in driving measurable outcomes, strengthening its market position, and delivering customer-centric innovation in an evolving competitive landscape. Through an innovative technology portfolio, Vonage offers a versatile suite of solutions that includes Network APIs, CPaaS, CCaaS, and UCaaS software. This portfolio allows enterprises to transform their digital operations across diverse industries, markets and regions. With an industry-leading, comprehensive suite of communications and network APIs, Vonage is helping enterprises and developers unlock the full potential of 5G networks securely, reliably, and at scale. As part of Ericsson, Vonage bridges telco and tech, giving global developers access to previously untapped programmable network features through APIs, with the ability to embed network capabilities and intelligence with just a few lines of code. With their network powered solutions, Vonage is enabling enterprise businesses to embed identity verification, robust fraud detection, and quality on demand (QoD) directly into applications and workflows, driving efficiency and trust in an increasingly connected digital world. "Vonage's leading technology portfolio serves as a strategic advantage, enabling enterprise digital transformation and a go-to-market strategy anchored on its innovative APIs," said Sherrel Sonia Roche, Associate Director, Customer Experience Research at Frost & Sullivan. "With these intuitive, AI-enabled APIs, Vonage enables secure, context-aware customer interactions anytime, anywhere, helping enterprises deepen engagement, elevate experience, and drive loyalty and long-term value." Vonage is committed to delivering exceptional customer experiences by streamlining service delivery, enabling self-service through advanced portals, and maintaining high levels of service availability - meeting the needs of its expanding global customer base, with a focus on localized support which have been key to delivering long-term value across diverse regional markets, particularly in Asia-Pacific. "This award highlights our commitment to turning the potential of network powered solutions into real and measurable value for enterprises in the APAC region and around the world," said Christophe Van de Weyer, President and Head of Business Unit API for Vonage. "By combining deep expertise in Communications APIs and Network APIs, we're enabling developers and businesses to embed programmable capabilities like voice, video and messaging, as well as network insights for verification and fraud detection to create safe and engaging digital experiences." Frost & Sullivan commends Vonage for setting a high standard in competitive strategy, execution, and market responsiveness. The company's vision, innovation pipeline, and customer-first culture are shaping the future of CPaaS, driving tangible results at scale. Each year, Frost & Sullivan presents the Company of the Year Recognition to a company that demonstrates outstanding strategy development and implementation, resulting in measurable improvements in market share, customer satisfaction, and competitive positioning. The honor recognizes forward-thinking organizations that are reshaping their industries through innovation and growth excellence. Frost & Sullivan Best Practices Recognition Frost & Sullivan's Best Practices Recognitions honor companies across regional and global markets that exhibit exceptional achievement and consistent excellence in areas such as leadership, technological innovation, customer experience, and strategic product development. Each recognition is the result of a rigorous analytical process in which Frost & Sullivan industry experts benchmark performance through comprehensive interviews, deep-dive analysis, and extensive secondary research. The goal is to identify true best-in-class organizations that are driving transformative growth and setting new industry standards. Contact us: Start the discussion. About Vonage Vonage, a part of Ericsson, creates technology that empowers enterprises and equips developers to lead in the next era of digital transformation. Its AI-powered platforms and tools enable new value creation and innovative customer experiences across mobile networks and the cloud. The company's technology portfolio includes Network APIs, CPaaS, CCaaS, and UCaaS solutions. Trusted by enterprises across industries and embraced by developers around the world, Vonage is committed to reimagining every digital interaction. Vonage is a wholly-owned subsidiary of Ericsson (NASDAQ: ERIC) and operates within Ericsson Group Business Area Global Communications Platform (BGCP). For more information visit www.vonage.com and follow @Vonage. SOURCE Frost & Sullivan
Vonage deepens ServiceNow integration with native voice and AI capabilities for contact centers. March 24, 2026 at 9:23 AM - by MLQ Agent · source Business Wire Key points. * Vonage, an Ericsson subsidiary, launched a native integration with ServiceNow Voice built on the ServiceNow AI Platform. * The integration embeds enterprise-grade voice and real-time AI directly into ServiceNow's Customer Service Management and IT Service Management workflows. * The offering targets Vonage Contact Center (VCC) customers, providing a unified service environment for customer service and IT support teams. * The announcement follows Vonage's recent 'Best of Enterprise Connect 2026' award for AI fraud detection in contact centers. Vonage, the communications subsidiary of Ericsson, announced a native integration with ServiceNow Voice that embeds enterprise-grade voice and real-time AI capabilities directly into ServiceNow's Customer Service Management and IT Service Management workflows. The integration, built on the ServiceNow AI Platform, is designed to give Vonage Contact Center customers a unified environment for handling customer service and IT support interactions. Price Action Integration details. The new native integration connects Vonage Contact Center with ServiceNow's CSM and ITSM modules, allowing voice interactions and AI-driven capabilities to operate within ServiceNow workflows rather than requiring separate systems. This expands an existing partnership between the two companies, moving from a third-party connector model to a deeper platform-level integration. Vonage already offers integrations with Salesforce, HubSpot, and Microsoft within its VCC workspace. Broader context. The announcement comes shortly after Vonage won the 'Best of Enterprise Connect 2026' award on March 11 for AI-powered fraud detection in contact centers, a capability that integrates with CRM platforms including ServiceNow. Ericsson has been positioning Vonage's communications platform-as-a-service and contact center offerings as key growth areas, with recent emphasis on network APIs and AI-driven experiences showcased at MWC 2026. Competitive landscape. The integration positions Vonage more competitively against CCaaS rivals such as Genesys, Five9, and NICE, which offer their own AI-enhanced contact center solutions but with less emphasis on telco network API capabilities. For ServiceNow, the partnership adds to a growing roster of AI-related tie-ups alongside Microsoft, OpenAI, Anthropic, NTT DOCOMO, and StarHub, reinforcing its positioning as an enterprise AI orchestration platform. Analysts project ServiceNow revenue growth above 20% for 2026, with MarketBeat consensus at a 'Moderate Buy' and a $192 price target, though the stock has declined roughly 26% over the past 90 days. Iran war triggers rush to irs-approved "golden retirement" Accounts. Markets react unpredictably during conflicts - millions of investors are moving retirement funds into gold for safety. Gold holds value during uncertain times. It returned 64% in 2025, crushing the S&P 500 by more than 3x. Now a little-known IRS-approved program lets you move your 401(k), IRA, or TSP into gold without taxes or penalties. Anchor Point Research released a free guide explaining how it works. Companies mentioned. Written with AI assistance, verified and edited by its team. Questions? Contact MLQ.ai.
Vonage, part of Ericsson, has launched a native integration with ServiceNow Voice, embedding enterprise-grade voice and real-time AI capabilities into ServiceNow Customer Service Management and IT Service Management workflows for Vonage Contact Center customers. The integration enables calls to automatically trigger incident categorisation, initiate ServiceNow Flow Designer subflows and update issue resolution data in real time. This reduces manual effort and accelerates service restoration without agents leaving the ServiceNow AI platform. The solution provides enterprise customer service and IT support teams with tools to streamline case progression and automate workflows. By embedding voice data directly into workflows, the integration ensures generative AI tools like ServiceNow's Now Assist operate with more complete interaction context, improving agent productivity and customer engagement.
Vonage has won the Best of Enterprise Connect 2026 award in the Best Innovation for Security/Compliance category for its Agentforce Identity Insights and Fraud Detection contact center solution. The platform embeds real-time trust signals from mobile networks and fraud prevention APIs into contact center workflows. The solution leverages intelligence from mobile networks to help detect fraud risks, verify customers and validate communications channels in real time. It uses Vonage Communications APIs and Network APIs integrated with Salesforce workflows to enhance agent productivity whilst securing interactions. With global cybercrime costs reaching $10.5 trillion in 2025, the solution provides carrier-verified trust signals from mobile networks. The capabilities are built into Vonage Contact Center Intelligent Workspace and integrate with CRM systems including HubSpot, Microsoft, Salesforce and ServiceNow.
Vonage brings network innovation to Mobile World Congress 2026. HOLMDEL, New Jersey-(BUSINESS WIRE)-Vonage, an Ericsson company (NASDAQ: ERIC), is set to make a significant impact at Mobile World Congress (MWC) 2026, the most influential connectivity industry exhibition, to be held from March 2-5 in Barcelona. Vonage's presence will include product demonstrations, thought leadership sessions, and ecosystem collaborations, showcasing how the company is leading the transformation of mobile networks into the enterprise platform of the future. "The digital arena is undergoing a fundamental shift as mobile networks evolve into platforms and redefine the enterprise technology stack," says Neelam Sandhu, Head of Marketing at Vonage. "Mobile World Congress is the gathering where possibilities turn into real applications, and we demonstrate the capabilities and intelligence built into mobile networks to developers and businesses, showing how they become engines of innovation for industries worldwide. I am excited that Vonage is at the forefront of the conversation on thought leadership and unveiling our latest innovations alongside our partners across the ecosystem." Thought Leadership Sessions Vonage leaders will take center stage and host a series of talks and panels at MWC 2026, including: * AI in Motion: Reinventing Supply Chains Monday, March 2 | 4:30 PM - 5:15 PM | Turing Stage, Hall 6 Niklas Heuveldop, CEO of Vonage, and leaders from Google Cloud, Kore Wireless, and Verizon explain why mobile networks are now a strategic layer in the enterprise technology stack. * The Fraud Threat Ecosystem - Trust as Currency Tuesday, March 3 | 3:15 PM - 4:00 PM | Connected Industries, Hall 4 Christophe Van de Weyer, President of Vonage's API Business Unit, in conversation with AT&T, Apate.ai, and NVIDIA, highlights how network-powered solutions are redefining fraud prevention. * From Generative AI to Agentic AI: Powering Autonomous AI with Network-Powered Solutions Wednesday, March 4 | 10:35 AM - 10:50 AM | GSMA Open Gateway Summit, Partner Theatre 2 Neelam Sandhu, Head of Marketing at Vonage, explores how high-performance programmable connectivity will power agentic AI and redefine enterprise operations. * Buckle Up: How Vertical Industries Accelerate Network API Monetization Wednesday, March 4 | 12:40 PM - 12:55 PM | GSMA Open Gateway Summit, Partner Theatre 2 Speakers from Air Europa, CPaaS Acceleration Alliance, Turk Telkom, and Vonage discuss new monetization opportunities on mobile networks. * Accelerating Innovation in the ICT Industry - A Collaborative Vision Wednesday, March 4 | 2:30 PM - 3:30 PM | Ericsson Pavilion, Hall 2 Niklas Heuveldop, CEO of Vonage, and leaders from Accenture, C3 AI, Deutsche Telekom, and NVIDIA examine the new business value unlocked when industry pioneers unite behind the full potential of mobile networks. Live Demonstrations Attendees can experience Vonage innovations firsthand at the Ericsson Pavilion, Hall 2, at MWC 2026, showcasing the power of network APIs and network-powered solutions unlocking new value for developers and businesses, including: * C3 AI Field Services Demo - A live demonstration of the C3 AI Field Services module integrated with Vonage Quality on Demand (QoD) network API and Vonage Communications APIs, equipping mobile teams with advanced connectivity for superior performance, reliability, and experiences. * Zuper Platform and Zuper Glass - A showcase of Vonage Network APIs integrated with the Zuper platform, an AI operating system for field services. With Vonage QoD, Zuper demonstrates how mobile network prioritization enhances latency, reliability, and performance of critical field workflows. * Seamless Connectivity with Vonage Messages API - Experience smooth, real-time communication with Rich Communication Services (RCS) and advanced messaging solutions, including WhatsApp, for always-on customer engagement and conversational marketing. * Network-Powered Fraud Protection - A look at how network-powered solutions transform enterprise operations and customer experience. Discover how Vonage Verify, Identity Insights, and Branded Calling provide cutting-edge fraud prevention, trusted connections, and secure authentication for businesses worldwide. * Vonage Contact Center - See how the Vonage Contact Center delivers AI-based advanced customer experiences through deep CRM integrations, real-time insights, and intelligent automation. * AI-Optimized Voice Agents - Experience the power of the Vonage Voice API integrated with Amazon Nova Sonic, a next-generation speech-to-speech foundational model enabling businesses to deploy real-time, natural-sounding voice agents. About Vonage Vonage, part of Ericsson, creates technologies that enable businesses and developers to lead the next era of digital transformation. Its AI-powered platforms and tools enable the creation of new value and delivery of innovative customer experiences over mobile networks and in the cloud. The company's technology portfolio includes network APIs, CPaaS, CCaaS, and UCaaS solutions. Recognized by businesses across all industries and adopted by developers worldwide, Vonage is committed to reinventing every digital interaction. Vonage is a 100% subsidiary of Ericsson (NASDAQ: ERIC) and operates within the Ericsson Business Area Global Communications Platform (BGCP). For more information, visit www.vonage.com and follow @Vonage. The text of the press release resulting from a translation should not be considered official in any way. The only authoritative version of the press release is the original language version. The translation should always be compared with the source text, which will take precedence. More News From Vonage HOLMDEL, N.J.-( BUSINESS WIRE )-Zuper, the AI operating system for technical trades, and Vonage, an Ericsson entity, have signed a memorandum of understanding (MoU) to establish collaboration integrating Vonage's network APIs into Zuper's platform. This collaboration will provide Zuper early access to Vonage's network-powered solutions, starting with Quality on Demand (QoD), a feature enabling selective application of performance... HOLMDEL, New Jersey-( BUSINESS WIRE )-Vonage, a subsidiary of Ericsson (NASDAQ: ERIC), today announced several new initiatives to expand and strengthen its global developer community. By growing its developer community and tools, giving developers and businesses access to new insights and capabilities on mobile networks that can be integrated into existing applications and workflows, Vonage accelerates its strategy... HOLMDEL, New Jersey-( BUSINESS WIRE )-Vonage, a subsidiary of Ericsson (NASDAQ: ERIC), today announced a strategic collaboration with C3 AI (NYSE: AI), a leading provider of enterprise AI application software, to launch C3 AI Field Services, a module of the C3 AI Asset Performance suite, integrated with Vonage APIs. This AI-focused module combines C3 AI's powerful enterprise AI capabilities with Vonage's communications (voice and video) APIs and... Vonage. NASDAQ:ERIC Release Versions