Vonage has built its successful global Support teams on individuals with technical savviness, superior customer relationship skills, and a passion for learning. We challenge our Support Engineers to provide a customer experience that leaves our users impressed, loyal and true advocates of our company.

As a Senior Support Engineer, you will provide first-class technical support to our rapidly growing strategic customer base, who rely on our real-time communication APIs and SDKs. You will be responsible for driving and managing customer-related projects, initiatives and tasks for our strategic accounts, collaborating heavily with Sales, Engineering, and the rest of the Vonage organization.

What will you do?

• Investigate, troubleshoot, diagnose and resolve technical issues related to customer API and SDK implementations
• Communicate effectively (both verbal and written) with our customers and internal stakeholders
• Be a problem solver, have a natural curiosity and demonstrate the ability to learn rapidly
• Contribute to internal and external knowledge bases
• Collaborate with your team to identify bugs and escalate to Product/Engineering teams
• Communicate well with different audiences (developers, technical and non-technical users)

What you must have:

• 3+ years as a Support Engineer in the telecommunications or SaaS sectors
• Messaging technologies: SMPP, GSM, SMS
• Strong knowledge of RESTful API’s and the ability to understand and troubleshoot issues with cloud solutions
• English and Japanese language proficiency

Any of the following is a plus:

• Experience with Voice technologies: SIP, VoiceXML, CCXML, WebRTC 
• Supporting APIs or SDKs
• Excellent understanding of networking: TCP/IP, UDP, most common protocols
• Voice software: Asterisk, Freeswitch, Kamailio, Voxeo Prophecy

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