Vonage is a global cloud communications leader that helps businesses accelerate their digital transformation through our fully programmable Unified Communications, Contact Center Applications, and Communications APIs. 

Our Customer Care Mission: We help our customers create innovative and delightful customer experiences using our programmable communication building blocks. Through a choice of support offerings, we provide top-tier support for developers and enterprises. Our global technical team, skilled in development, communications technology and troubleshooting, help our customers rapidly resolve any issues, publish online knowledge articles, and communicate proactively for any incidents that occur.

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Why this role matters:

As a Technical Support Engineer at Vonage, you will provide first-class support to our rapidly growing strategic customer base, who are integrating our Messaging APIs. The ideal candidate will have experience supporting APIs or SDKs, or of software development. 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.

Where you will work:

Flex Worker - You will have home based days, but can be required to commute to the office for collaboration, customer meetings and presentations up to 3 days a week (exact days to be agreed with your line manager). The address of the office you will be commuting to is 501 2nd Street, Suite 310, San Francisco, CA 94107

Time Zone Requirements: Role requires you to work Pacific Time working hours. 

Sponsorship Not Available: Legal authorization to work in the USA is required. We are unable to sponsor individuals for employment visas, now or in the future, for this job opening.

What you will do:

• Investigate, troubleshoot, diagnose and resolve technical issues related to our Messaging APIs
• 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:

Required

• Experience working as a Support Engineer, with Application Programming Interfaces (APIs), or in the telecommunications or SaaS sectors
• Experience with Messaging technologies: e.g.  SMS, SMPP, GSM, MMS, Whatsapp, etc
• Experience supporting or integrating APIs and/or SDKs

Desirable

• Proficiency in Spanish or Portuguese
• Experience with developer tools and languages (Python, Ruby, Node/Javascript, Java, PHP)
• Troubleshooting Applications: e.g. Kibana (Elastic Search)
• Linux/Unix operating systems
• Experience building and/or troubleshooting iOS, Android or Javascript SDKs and/or applications

How you will benefit:

• Medical, Vision, and Dental Coverage
• Health Savings Account (HSA)
• Income Protection
• Maternity & Paternity Leave
• 401(k) Contributions: Pre-Tax, Roth, or After-Tax Roth Options
• Unlimited Discretionary Time Off
• Three Paid Volunteer Days a Year
• Tuition Reimbursement
• Voluntary Legal Plan
• Optum Employee Assistance Program
• Discount on Auto, Home & Pet Insurance

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.