Technical Support Engineer

About the role

API/SDK Video Support Engineer at Vonage

Vonage seeks passionate individuals to join its global Support teams, building on a foundation of technical aptitude, customer-centricity, and continuous learning. The company encourages its Support Engineers to deliver exceptional customer experiences that inspire loyalty and advocacy. This role represents a significant opportunity to contribute directly to that mission.

This position focuses on owning the full lifecycle of issues for Vonage's Video APIs and Video SDKs. You will serve as the primary technical contact for customers, guiding them from initial problem discovery through to final resolution. Success in this role requires a blend of deep technical investigation, clear communication, and a proactive approach to both problem-solving and knowledge sharing.

Role Purpose and Impact

As an API/SDK Video Support Engineer in Bangalore, you will be the trusted expert for customers experiencing issues with real-time communication integrations. Your daily work will involve diagnosing complex problems, communicating effectively with diverse stakeholders, and implementing solutions that minimize service disruption. This role is critical for maintaining high customer satisfaction and ensuring the stability of Vonage's video communication platforms. If you thrive in challenging technical environments and enjoy translating complex issues into clear resolutions, this position is an excellent fit.

Key Responsibilities

Your primary focus will be on investigating and resolving technical issues related to customer API and SDK implementations. You will own the journey of each ticket from initial contact to final closure. This involves reproducing customer issues, analyzing system behavior, and identifying the root cause within client scripts or server-side logic. A core part of the role is tracing problems through logs, tokens, and network flows to limit service impact for customers.

You will communicate findings and proposed solutions to both technical and non-technical audiences, including developers and product managers. This includes explaining technical impacts in a clear and concise manner. You will also suggest and implement both short-term workarounds and long-term fixes, aiming to resolve individual tickets and address recurring issues at their source. Contributing to internal and external knowledge bases is essential, allowing you to share solution patterns and best practices for future reference. Collaborating with product and documentation teams to highlight confusing user flows is also a key part of the position.

Required Qualifications

To be successful, you must hold a Bachelor's Degree in Computer Science or a comparable study background. You should bring 2 to 4 years of professional experience in technical support, customer success, or technical account management, preferably within the Telecommunications or SaaS sectors. Direct experience supporting or implementing APIs and SDKs is a critical requirement.

A strong understanding of IP-based real-time multimedia technologies and protocols is necessary. This includes practical knowledge of VoIP, SIP, RTP, WebRTC, and WebSockets. You must be capable of troubleshooting issues across both client-side code and server-side logic. Proven experience using Generative and Agentic AI tools and Large Language Models to accelerate log analysis and script debugging is required. Proficiency with Zendesk's advanced AI features and virtual agents for ticket routing and automated responses is expected. You must also rely on Glean to quickly locate information and resolve intricate technical issues.

Preferred Qualifications

Experience with other programming languages, such as PHP, Python, Ruby, or Node, is a significant advantage. Previous hands-on experience with JavaScript, iOS, or Android development is also valuable. A conceptual understanding of solid software design principles and tradeoffs will help you excel in this role.

Using Zendesk AI, virtual agents, and Glean to improve resolution efficiency and accelerate complex troubleshooting work is highly encouraged.

Compensation and Benefits

This position offers a base salary of 6.5 LPA. In addition to competitive compensation, Vonage provides benefits including unlimited discretionary time off and tuition reimbursement, creating an environment where you can grow both professionally and personally.

Practical Information

Please This role operates on a fixed shift schedule from 14:30 to 22:30 IST. The position is based in Bangalore.

Equal Opportunity Statement

Vonage is committed to diversity in its workforce. We believe there is no single perfect candidate profile for this role. If you are passionate about cloud communications and eager to make an impact, we encourage you to apply. Your unique background and experiences are valued. For details on how we process personal data during recruitment, please refer to our Privacy Notice.

What you'll do

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