Technical Support Engineer – Voice & Video API

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Analyze, troubleshoot, diagnose, and resolve technical issues related to customer API and SDK implementations.

• Effectively communicate (both verbally and in writing) with our customers and internal stakeholders.

• Possess strong problem-solving skills, demonstrate a natural curiosity, and exhibit the ability to learn quickly.

• Contribute to both internal and external knowledge repositories.

• Collaborate with your team to identify bugs and escalate to higher-level support.

• Communicate efficiently with various audiences, including developers and both technical and non-technical users.

⛳️ Requirements

• Bachelor’s degree in computer science or a related field.

• A minimum of 5 years of experience in technical support, customer success, or technical account management within the Telecommunications or SAAS industries.

• Experience in supporting or implementing video and/or voice APIs or SDKs.

• Familiarity with some of the following technologies: IP-based real-time multimedia communication technologies and protocols, including VoIP, SIP, RTP, WebRTC, and WebSocket.

• Knowledge of voice technologies such as VoiceXML, CCXML, and WebRTC.

• Experience with voice software like Asterisk, Freeswitch, Kamailio, and Voxeo Prophecy.

• Ability to troubleshoot both client-side and server-side code.

• Proficient in using Zendesk’s advanced AI capabilities and virtual agents to enhance ticket routing, automate responses, and boost resolution efficiency.

• Familiarity with additional programming languages such as PHP, Python, Ruby, and Node.

• Experience in JavaScript, as well as iOS or Android development.

• Proven experience in building applications using iOS, Android, or JavaScript.

• A conceptual understanding of the principles of effective software design.

🏝️ Benefits

• Medical Insurance

• Group Life Insurance

• Meal Card (Pluxee Tienda Card)

• Volunteer Time Off (VTO)

• Ericsson Care Line

• Additional benefits and perks will be shared and discussed with you by the recruiter during the interview process.