About this role.
Vonage is hiring a Technical Support Engineer to support strategic customers implementing voice and video communications APIs and SDKs. The role centers on investigating and resolving integration issues, collaborating on bug escalation, and creating knowledge-base content. Candidates need at least five years of technical support, customer success, or technical account management experience in SaaS or telecommunications. Strong familiarity with VoIP, SIP, RTP, WebRTC, WebSocket, client/server troubleshooting, and clear communication with technical and nontechnical stakeholders is required.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
4/5Pace & Pressure
4/5Autonomy Level
4/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
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Sample interview questions
I would first collect call logs, browser details, timestamps, network information, and a reproducible example. I would inspect signaling and SDP negotiation, then verify media permissions, selected audio devices, codec compatibility, ICE candidate gathering, and TURN/STUN connectivity. I would isolate whether the issue is client-specific, network-related, or platform-side and provide the customer with clear next steps and status updates.
I would define the expected and actual behavior, gather request IDs, payloads, response codes, timestamps, SDK versions, and sanitized logs. I would compare the implementation with documentation and known issues, create a minimal reproduction where possible, and test relevant variables such as authentication, network conditions, and API configuration. If escalation is needed, I would provide engineering with an organized evidence package and keep the customer informed.
SIP is primarily a signaling protocol used to establish, modify, and terminate communication sessions. RTP carries the real-time media stream, such as audio or video, once the session is established. In troubleshooting, I would examine SIP messages for call setup failures and RTP statistics or packet flow for media-quality or one-way-audio issues.
I begin with the business impact and a concise explanation of what is happening, avoiding unnecessary protocol-level detail. I then state what has been confirmed, the actions being taken, any workaround, and the expected next update. I tailor the detail to the audience while ensuring they understand ownership, risk, and resolution progress.
I would use intelligent routing, categorization, suggested responses, and virtual agents for routine, well-defined requests. I would maintain clear escalation criteria for issues involving production impact, security, billing, or complex API behavior, and regularly review automation accuracy and customer feedback. Knowledge-base content and macros should be validated by subject-matter experts and updated based on recurring ticket trends.
Join Vonage and help us innovate cloud communications for businesses worldwide!
Vonage Communications APIs:
As an emerging leader in the $10B+ communications API market, we empower global brands to connect better with their customers, employees, and partners through transformative communications experiences. For example, Vonage API solutions empower organizations to build their custom omnichannel communications structure. This allows them to reach and engage customers on their preferred schedule and channel — including voice, video, and messaging. Think of a rideshare service instantly connecting with customers, hospital staff conducting remote monitoring, customers verifying their identity before completing a purchase, AI virtual agents servicing customers around the clock, and much more.
Why this role matters
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 an Technical Support Engineer- Video & Voice API at Vonage, you will provide first-class technical support to our rapidly growing strategic customer base, integrating our real-time communication APIs and SDKs.
Your key responsibilities:
- 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
- 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 next-level support
- Communicate well with different audiences (developers, technical and non-technical users)
What you’ll bring
Required:
- Bachelor’s degree in computer science or equivalent.
- At least 5 years of experience in technical support, customer success or technical account management role within the Telecommunications or SAAS sectors.
- Experience supporting or implementing video and or voice APIs or SDKs.
- Experience with some of the following technologies: IP-based real-time multimedia communication technologies and protocols, including VoIP, SIP, RTP, WebRTC, WebSocket.
- Voice technologies: e.g., VoiceXML, CCXML, WebRTC.
- Voice software: e.g. Asterisk, Freeswitch, Kamailio, Voxeo Prophecy.
- Capable of troubleshooting client and server-side code.
- Proficiency utilizing Zendesk’s advanced AI features and virtual agents to streamline ticket routing, automate responses, and improve resolution efficiency.
Experience we consider a plus:
- 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
How you’ll benefit
- Medical Insurance
- Group Life Insurance
- Meal Card (Pluxee Tienda Card)
- Volunteer Time (VTO)
- Ericsson Care Line
- Additional benefits and perks will be shared and discussed with you by the recruiter during the interview process.
#LI-ML1
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.
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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.
Annual salary information is not provided for this position. Explore salary ranges for similar roles in our Salary Directory ›
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