Senior Technical Support Engineer

Who you are

You have 5+ years of experience working as a Support Engineer, particularly with Application Programming Interfaces (APIs) or in the telecommunications or SaaS sectors. Your technical savviness is complemented by superior customer relationship skills, allowing you to effectively communicate with both customers and internal stakeholders. You possess a natural curiosity and a strong desire to learn, which drives you to investigate, troubleshoot, diagnose, and resolve technical issues related to messaging APIs. Your background includes experience with messaging technologies such as SMS and SMPP, which enhances your ability to support our strategic customer base effectively.

You hold a Bachelor's Degree in Computer Science or a related field, providing you with a solid foundation in technical concepts. Your problem-solving skills are exceptional, and you thrive in environments where you can capture knowledge and help customers who prefer to resolve their issues independently. You are passionate about delivering a customer experience that leaves users impressed and loyal to the company.

Desirable

Experience with unified communications and contact center solutions would be a plus, as it aligns with the innovative cloud communications solutions we provide at Vonage. Familiarity with project management and the ability to drive customer-related projects and initiatives will further enhance your contributions to our team.

What you'll do

As a Senior Technical Support Engineer at Vonage, you will be responsible for providing first-class support to our rapidly growing strategic customer base. You will investigate and troubleshoot technical issues related to our messaging APIs, ensuring that our customers receive timely and effective solutions. Your role will involve collaborating heavily with the Sales team and working closely with the rest of the API Group to manage customer-related projects and initiatives.

You will communicate effectively with customers, both verbally and in writing, to ensure they understand the solutions you provide. Your ability to problem-solve and learn rapidly will be crucial as you navigate complex technical challenges. You will also capture knowledge and create resources for customers who prefer to solve their own issues without contacting support, enhancing the overall customer experience.

In this role, you will have the opportunity to drive and manage customer-related projects, initiatives, and tasks for our strategic accounts. Your collaboration with internal teams will be essential in ensuring that our customers are satisfied and that their needs are met promptly. You will play a key role in helping Vonage innovate cloud communications for businesses worldwide.

What we offer

At Vonage, we offer a dynamic work environment where innovation is encouraged. You will be part of a global team that is dedicated to providing exceptional support and solutions to our customers. We value your contributions and provide opportunities for professional growth and development. Join us today and be part of a company that is transforming the way businesses communicate.