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.

Key facts

What you'll do

• Investigate, diagnose, and resolve technical challenges encountered by customers using our APIs and SDKs.
• Communicate technical information clearly to both customers and internal teams.
• Develop and maintain documentation for internal and external knowledge bases.
• Collaborate with colleagues to identify software defects and escalate them to appropriate engineering teams.
• Adapt communication style to effectively interact with developers, technical users, and non-technical stakeholders.

Requirements

• Bachelor's degree in Computer Science or a related field.
• A minimum of 5 years of experience in technical support, customer success, or technical account management within the Telecommunications or SaaS industries.
• Demonstrated experience supporting or implementing voice and/or video APIs or SDKs.
• Familiarity with IP-based real-time multimedia communication technologies and protocols such as VoIP, SIP, RTP, WebRTC, and WebSocket.
• Experience with voice technologies like VoiceXML, CCXML, or WebRTC.
• Knowledge of voice software such as Asterisk, Freeswitch, Kamailio, or Voxeo Prophecy.
• Ability to troubleshoot both client-side and server-side code.
• Proficiency in using Zendesk, including its AI features and virtual agents, for efficient ticket management and resolution.

Nice to have

• Experience with programming languages including PHP, Python, Ruby, or Node.
• Background in JavaScript, iOS, or Android development.
• Experience building applications using iOS, Android, or JavaScript.
• A conceptual understanding of sound software design principles.

Skills & tools

• Zendesk
• VoIP
• SIP
• RTP
• WebRTC
• WebSocket
• VoiceXML
• CCXML
• Asterisk
• Freeswitch
• Kamailio
• Voxeo Prophecy
• PHP
• Python
• Ruby
• Node
• JavaScript
• iOS Development
• Android Development

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.