Product Support Specialist

Summary

Join Vonage as an API/SDK Product Support Specialist and provide first-class technical support to our strategic customer base integrating our real-time communication APIs and SDKs. Manage complex escalations involving technically challenging issues. Collaborate effectively with technical and non-technical audiences, including engineers, product experts, and developers. Work with Product Managers and Support Readiness Leads to ensure support for new features and products. Investigate and resolve technical issues related to customer API and SDK implementations. Ensure effective follow-up to drive issues to resolution. Demonstrate rapid learning, prioritization, multitasking, and problem-solving skills. Contribute to internal and external knowledge bases and documentation. This 100% remote position is based in Mexico; sponsorship is not available.

Requirements

• At least 5-7 years experience in technical support, product support, customer success or technical account management roles within the Telecommunications or SAAS sectors
• Experience supporting or implementing APIs or SDKs
• Experience with Messaging technologies such as SMS, RCS, Whatsapp and/or IP-based real-time multimedia communication technologies and protocols, including VoIP, SIP, RTP, WebRTC, WebSockets
• Capable of troubleshooting client and server-side code

Responsibilities

• Provide excellent technical support for our customers via all relevant communication channels
• Manage complex escalations that may involve technically challenging issues with our APIs and products, as well as diverse audiences
• Communicate and collaborate effectively with different audiences, including technical team members (Engineers, Product Experts, developers) and non-technical users
• Collaborate with Product Managers and Support Readiness Leads to ensure all the pieces, documentation and training is in place to support new features and products, that haven’t gone through the normal Support Readiness cycle
• Investigate, troubleshoot, diagnose and resolve technical issues related to customer API and SDK implementations
• Ensure effective follow-up with Suppliers, partners and internal departments to drive issues towards resolution
• Demonstrate the ability to learn rapidly, prioritize, multi-task and be a problem solver
• Contribute to internal and external knowledge bases and documentation

Preferred Qualifications

• Experience with other programming languages: PHP, Python, Ruby, Node
• JavaScript, iOS or Android development experience
• Experience building applications using iOS, Android or Javascript
• Conceptual understanding of the principles of good software design
• Experience in a technical escalation management role
• Bachelor’s Degree in Computer Science or equivalent

Benefits

100% remote work arrangement based out of Mexico