Job Title: Customer Support Engineer (CSE) Location: Mexico City, Mexico - CDMX Team: Global Customer Support – Agora About the Role We are looking for a Customer Support Engineer (CSE) who is passionate about real-time communication and AI, especially Voice AI and real-time interactive technologies. This role goes beyond traditional technical support. In addition to helping customers troubleshoot technical issues, you will also take a step up to guide customers on integration following the best practice and design the solution based on the use case. You will also have the opportunity to engage with local developer communities, share knowledge about emerging technologies, and help grow awareness of Agora’s Conversational AI capabilities. If you are someone who loves troubleshooting technical issues, enjoys talking to developers, and gets excited about AI innovation, this role is for you. What You Will Do Customer Technical Support · Provide technical support to developers integrating Agora SDKs and services (RTC, Signaling, Cloud Recording, Conversational AI, etc.) · Troubleshoot issues related to Audio/video quality, Network connectivity and performance, SDK integration and platform-specific behaviors (iOS, Android, Web, Windows, macOS) · Analyze logs, develop reproduction demos to identify root causes · Work with internal engineering teams to escalate and track product issues · Write technical explanations, integration guidance, and best-practice recommendations · Support customers via ticketing systems, Slack/IM channels, and live troubleshooting sessions · Act as a technical advocate for customers by feeding back recurring issues and feature requests AI & Developer Ecosystem Engagement · Actively participate in local developer communities (meetups, tech groups, hackathons, university events, etc.) · Collaborate with internal teams to organize and support developer events, workshops, and tech talks focused on Agora’s RTC and Conversational AI solutions · Share insights on AI + real-time communication trends, use cases, and best practices with developers · Help bridge feedback from developers and the community back to internal product and engineering teams What We’re Looking For Technical Skills AI & LLM-Oriented Skills · Strong interest in Large Language Models and modern AI application development · Familiar with LLM application patterns, such as agents, prompt engineering, RAG. Other Technical Skills: • Solid understanding of networking fundamentals (TCP/UDP, NAT, firewall) • Experience with at least one platform: iOS, Android, Web (JavaScript/WebRTC), or backend (Node.js/Java/Python/Go) • Ability to read logs, debug SDK/API integrations, and reproduce technical issues • Comfortable building small demos or scripts to validate technical scenarios Communication & Community Skills • Excellent communication skills in English — able to explain complex technical topics in a clear and engaging way. • Enjoy speaking with developers, whether 1:1, in small groups, or at community events. • Passionate about learning and exploring new technologies, especially in the AI space. • Comfortable representing the company in external technical settings. • Strong sense of ownership, curiosity, and a proactive attitude. Nice to Have • Experience in Developer Support, Solutions Engineering, or Developer Advocacy • Public speaking experience (meetups, workshops, tech talks, webinars) • Experience with AI-related technologies such as: Speech-to-text / text-to-speech, Conversational AI systems • Familiarity with cloud platforms (AWS/GCP/Azure) • Understanding of audio/video media concepts (codec, bitrate, jitter, latency) Working Model • This position is remotely working. Work from home. • Work closely with a global support and engineering team. • Expected to spend part of the time on external developer engagement and events. Why Join Agora · Be at the forefront of Real-Time Engagement + AI · Help shape how developers build next-generation conversational and interactive AI experiences · Combine deep technical problem-solving with real community impact · Work in an international, highly technical, and fast-growing environment

• Lead and manage the implementation of assigned projects from end-to-end, maintaining communication throughout the project to meet client expectations. • Complete projects within expected KPI’s - on time and on budget. • Meeting with clients following the sale of software packages to collect data and other information required to customize software systems. • Lead clients through business-requirements sessions to evaluate and determine priorities and feasibility and then guide clients to optimal solutions. • Lead clients through system configurations using a Train the Trainer approach to create Irth software subject matter experts within the client team. • Take client’s “as-is” Business processes and formulate the “to-be” process within our product(s).  Identify gaps and new features as necessary. • Document requirements in the form of statements of work, process flow diagrams, and other artifacts. • Plan, lead, organize, and control multiple project initiatives through regular meetings, project status reports and maintaining great relationships • Utilize the company’s systems to track and maintain accurate project status and time entry. • Record customer communication through the system, providing transparency regarding status. • Coordinating client enhancements with internal Irth teams on upcoming sprints. • Responsible for maintaining close working relationships and communication cadence with matching technical team members and leads. • Working with internal Irth teams to establish ETA for planned development projects and manage impacted stakeholders through execution, including movements on ETA and rationale. • Take an active role in working with development team(s) to ensure defined user stories are reflected in their technical design as projects are broken down into development sprints. • Leading project planning sessions to coordinate staff and internal resources, incorporating risk mitigation into project plans, managing progress and adapting work as required conducting project reviews, contributing to reports for executive staff • Customizing software systems based on clients’ individual needs and specifications. • Serve as the Subject Matter Expert for assigned Projects. • Will utilize strong underwriting and product knowledge to support the review for content accuracy and intent. • Lead team through detailed system and business process analysis; ensures enhancements and solutions positively contribute to, expand upon, and do not conflict with overarching product(s) strategy. • Create process flow and project documentation, including wireframes, flow charts, and system configuration documentation. • Coordinating user acceptance testing to secure sign-off of new features. • Performs other duties as assigned by an appropriate administrator or their representative.

The Director, Customer Success and Technical Solutions plays a pivotal role in bridging technical expertise and customer-facing outcomes. This position focuses on empowering the sales team with compelling demonstrations and use case presentations while ensuring newly signed clients achieve their goals during implementation. Collaborating closely with key stakeholders across engineering, product, finance, and clinical leadership, this role ensures the SaaS platform evolves to meet customer needs and supports organizational growth. FLSA Status Exempt Salary Range $172,100 - $218,200 Reports To Vice President, Customer Success and Technical Solutions Direct Reports None Location Los Angeles, or remote with travel Travel Up to 60%, depending on location Work Type Regular Schedule Full Time Key Responsibilities - Support the sales team in preparing and delivering demos, tailoring pitches to showcase platform strengths while demonstrating value through ROI-focused examples - Identify key use case for priority client types that define how our team powered by ARC solves for the use case through workflows, slides, and other content - Support client relationships to ensure adoption, retention, and expansion, including training on platforms and resolving integration challenges. - Lead quarterly client user groups to enhance collaboration between clients to build stronger engagement - Provide hands-on technical guidance, such as designing workflows for data aggregation, analytics tools, and tech capabilities to support clinical and financial goals - Act as a strategic advisor for clients, troubleshooting data integrations and architecting solutions to enhance value-based care outcomes - Monitor industry trends in healthcare tech to ensure success, engineering, product, and sales teams. - Develop and articulate strategic recommendations aligned with client goals related to quality performance, cost management, and financial sustainability. - Partner with analytics, finance, clinical and actuarial resources to assess cost drivers, risk adjustment performance, and quality outcomes. - Build and manage strong executive-level relationships with client leadership, serving as a trusted advisor throughout the engagement lifecycle. - Contribute to thought leadership through development of articles, case studies, sales materials, internal curricula, and client-facing content. - Support the professional development and growth of direct reports and team members in line with the values and culture of the organization; serve as a leader/mentor to generate a vision, establish direction, motivate team members, create an atmosphere of trust Qualifications: - Master’s degree in an applicable field preferred (e.g., MBA, MPH, MHA, MPA) - At least 8 years of health care analytics and/or consulting experience of progressively advanced reports, data management and visualization experience. - Knowledge of technology needs for Health plans, MSSP/ACO REACH, CA RKK and delegated IPAs - Proven experience in SaaS platform engineering, development, or technical leadership, with a strong understanding of software architecture and delivery. - Exceptional communication and presentation skills, with the ability to distill complex technical concepts for non-technical audiences, including sales teams and clients. - Experience collaborating with cross-functional teams, including sales, engineering, product, finance, and clinical stakeholders. - Prior experience in: - Population health management reporting and analytics - Health information technology - Health care policy with experience in CMS, Medicare, and Medicaid contracts - Healthcare claims data and clinical data integration (EMR, HIE, etc.) - Strong project management skills, including organization, prioritization, and problem-solving skills; strong oral, verbal and interpersonal communication skills. Ability to take direction and feedback from both internal and external stakeholders. - Ability to work effectively on multiple projects in a fast-paced environment Benefits: As a firm passionate about health care, we’re deeply committed to the health and wellness of our own team members. We offer comprehensive, affordable insurance plans for our team and their families, and a host of other unique benefits, such as a yearly stipend for wellness-related activities and a paid parental leave program. You can learn more about our benefits offerings here: https://copehealthsolutions.com/careers/why-cope-health-solutions/. About COPE Health Solutions COPE Health Solutions is a national tech-enabled services firm powering success for health plans and for providers in risk arrangements. Our comprehensive NCQA certified population health management platform and highly experienced team brings deep expertise, experience, proven tools, and processes to improve financial performance and quality outcomes for all types of payers and providers. CHS de-risks the roadmap to advanced value-based payment and improves quality and financial performance for providers, health plans and self-insured employers. For more information, visit CopeHealthSolutions.com. To Apply: To apply for this position or for more information about COPE Health Solutions, visit us at https://copehealthsolutions.com/careers/open-positions/.

• Serve as a technical expert on Wrike’s platform, helping our largest customers understand how product capabilities can solve business challenges and deliver measurable value • Provide advanced product guidance, including workflow configuration, automation, and integrations across platforms • Support customers in adopting Wrike more effectively through training sessions, workshops, and best practice recommendations • Identify workflow gaps and improvement opportunities, then translate them into actionable strategic plans for customers • Partner with customers to ensure they are leveraging Wrike to its fullest potential across teams and use cases • Act as a trusted advisor to key stakeholders, including senior leadership and C-suite executives • Manage complex customer engagements and deliver high-touch technical and strategic support • Collaborate with Account Managers, Solutions Consultants and Customer Success Managers to drive long-term customer outcomes, retention, and growth • Lead customer escalations and help ensure timely, effective issue resolution in partnership with internal teams