Technical Support Engineer - Voice & Video API

About the role

This position focuses on providing expert technical assistance to clients integrating our real-time communication APIs and SDKs. You will be instrumental in ensuring a positive customer experience by resolving complex issues and contributing to our knowledge resources. In this role, you will own the end-to-end resolution of technical escalations related to voice and video delivery for our API portfolio. You will act as the primary technical liaison between our engineering teams and our global customer base. A core part of your ownership involves diagnosing failures in real-time multimedia sessions across diverse network conditions. You will drive improvements to internal documentation based on recurring customer issues and emerging product changes. Success in this position means reducing customer time-to-resolution and increasing first-contact resolution for complex API problems.

Key facts

What you'll do

• Investigate, diagnose, and resolve technical challenges encountered by customers using our APIs and SDKs through systematic log analysis and protocol tracing.
• Communicate technical information clearly to both customers and internal teams by translating complex networking concepts into actionable guidance.
• Develop and maintain documentation for internal and external knowledge bases, ensuring articles reflect the latest product behaviors and known issues.
• Collaborate with colleagues to identify software defects and escalate them to appropriate engineering teams with detailed reproduction steps and packet captures.
• Adapt communication style to effectively interact with developers, technical users, and non-technical stakeholders, ensuring clarity in high-pressure situations.
• Analyze support metrics to identify trends and provide feedback to product teams for user experience improvements and proactive release notes.
• Guide customers through complex debugging scenarios involving network configuration, firewall rules, and security policies impacting media traversal.
• Perform root cause analysis on failed API calls and media sessions, correlating timestamps and transaction IDs across microservices.
• Serve as a subject matter expert for voice and video API integrations, creating troubleshooting playbooks for common integration pitfalls.
• Mentor newer support team members by sharing best practices for investigating real-time communication issues and leveraging internal tools.

Requirements

• Bachelor's degree in Computer Science or a related field as the foundation for understanding complex distributed systems and network protocols.
• A minimum of 5 years of experience in technical support, customer success, or technical account management within the Telecommunications or SaaS industries to ensure familiarity with enterprise-grade operational processes.
• Demonstrated experience supporting or implementing voice and/or video APIs or SDKs to understand the unique challenges of real-time media delivery.
• Familiarity with IP-based real-time multimedia communication technologies and protocols such as VoIP, SIP, RTP, WebRTC, and WebSocket to diagnose media flow problems.
• Experience with voice technologies like VoiceXML, CCXML, or WebRTC to troubleshoot interactive voice response and communication workflows.
• Knowledge of voice software such as Asterisk, Freeswitch, Kamailio, or Voxeo Prophecy to interpret server logs and configuration issues.
• Ability to troubleshoot both client-side and server-side code to isolate whether issues originate in the customer environment or our infrastructure.
• Proficiency in using Zendesk, including its AI features and virtual agents, for efficient ticket management, routing, and maintaining detailed case histories.

Nice to have

• Experience with programming languages including PHP, Python, Ruby, or Node to read and interpret backend logic and error messages.
• Background in JavaScript, iOS, or Android development to understand client-side implementation details and SDK behavior.
• Experience building applications using iOS, Android, or JavaScript to empathize with developer workflows and integration hurdles.
• A conceptual understanding of sound software design principles to assess how architectural decisions impact reliability and performance of communication APIs.

Practical notes

• Benefits include Medical Insurance, Group Life Insurance, a Meal Card (Pluxee Tienda Card), Volunteer Time Off (VTO), and access to the Ericsson Care Line. Additional benefits will be discussed during the interview process.
• This is a fully remote position based in Mexico, requiring reliable high-speed internet and a quiet workspace for handling critical support cases.
• The role operates within standard business hours to align with overlapping time zones between our support and engineering teams.
• Travel is not required for this position as all responsibilities are conducted virtually through digital collaboration tools.
• No specific visa sponsorship details are listed in this source, and candidates should review local Mexican employment regulations for remote work compliance.
• Applicants must meet the eligibility criteria outlined in the requirements section without exception to ensure success in the day-to-day responsibilities of the role.