Tech API Support Engineer (Messaging API/(L1/L2)

Join Vonage and help us innovate cloud communications for businesses worldwide!

Why This Role Matters:

At Vonage, our Customer Care team plays a crucial role in delivering exceptional value to our customers. As trusted advisors, we help customers get the most out of our products by proactively addressing and resolving technical challenges with expertise, speed, and empathy. Our knowledgeable and courteous support is a key reason why customers choose Vonage and remain loyal to our services. This role is essential in ensuring a seamless customer experience and directly contributes to customer satisfaction and long-term success.

Your key responsibilities:

• The Technical Support Engineer is responsible for providing support to Vonage customers’ technical issues reported by email, chat and phone.
• Providing customers with lightning-fast response and resolution times, combined with great communication.
• Getting stuff done for the customer, doing whatever it takes to ensure their success.
• Capturing knowledge, for customers who prefer solving their own issues without having to contact support.

What you'll bring

• Excellent communication skills, including written and verbal. 
• Strong analytical, problem solving and interpersonal skills.
• Ability to address customer concerns and provide feedback in a friendly, diplomatic and empathetic way
• Ability to:
• Multitask and work in a fast paced/dynamic environment. 
• Quickly respond to customer inquiries, requests and issues.
• Communicate technical, process, and business information in language easily understood by diverse audiences.
• Investigate, troubleshoot, diagnose and resolve technical issues related to the Vonage technology suite. 

• 1-3  years of customer-facing experience in a technical role.
• Strong knowledge of RESTful API’s with the ability to understand and troubleshoot issues with cloud solutions
• Experience with troubleshooting and resolving QoS (Quality of Service) issues, including escalations to third parties.
• Qualification in Computer Science or a related discipline, or relevant experience related to this position.

How you'll benefit:

• Group health insurance - Covers Employee, Spouse, Children & Parents
• Group Accident & Disability Insurance
• Flexible benefits plan for tax exemptions
• Ericsson Care Line
• Attractive leave policy
• Additional benefits and perks will be shared and discussed with you by the recruiter during the interview process

#LI-SK1

There’s no perfect candidate. You don't need all the preferred qualifications to make a valuable impact on our team. Our employees and customers come from diverse backgrounds, so if you're passionate about what you could achieve at Vonage, we'd love to hear from you.

Who we are:

Vonage is a global cloud communications leader. And your talent will further help brands - such as Airbnb, Viber, WhatsApp, and Snapchat - accelerate their digital transformation through our fully programmable-based unified communications, contact center solutions, and communications APIs. Ready to innovate? Then join us today.

Note: The purpose of this profile is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. Assignments may differ for individuals within the same role based on business conditions, departmental need or geographic location.