• Develop and manage market segment strategies, programs, and key customer relationships • Act as a technical consultant to align marketing, sales, and segment-specific initiatives • Gather customer requirements and deliver customized technical solutions and support • Create quotes and bids for customized or non-standard products and services • Evaluate customer systems for successful integration of company products • Prepare sales support materials, including proposals, contracts, and SLAs • Introduce, demonstrate, and promote new and existing products and services • Conduct market research and competitive analysis to inform strategy and tactics • Identify new product opportunities using existing technologies • Analyze and optimize market segment program effectiveness • Collaborate with Sales on customer-focused programs to drive ROI and sell-through • Forecast customer needs to support budgeting and program development • Deliver product training to internal teams and customers

Join Vonage and help us innovate cloud communications for businesses worldwide! 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! Why this role matters? As a Technical Support Engineer at Vonage, you will provide first-class support to our rapidly growing strategic customer base, who are integrating our Voice APIs. The ideal candidate will have experience supporting APIs or SDKs, or of software development. You will also be responsible for driving and managing customer-related projects, initiatives and tasks for our strategic accounts, collaborating heavily with Sales and working closely with the rest of the API Group. IF THIS SOUNDS LIKE YOU, CONTINUE READING BELOW……. What you will do? - Investigate, troubleshoot, diagnose and resolve technical issues related to our Voice APIs - Communicate effectively (both verbal and written) with our customers and internal stakeholders - Problem solve, have a natural curiosity and demonstrate the ability to learn rapidly - Capture knowledge, for customers who prefer solving their own issues without having to contact support What you must have - Bachelor's Degree in Computer Science, or equivalent field - 2+ years experience working as a Support Engineer, with Application Programming Interfaces (APIs), or in the telecommunications or SaaS sectors - Voice technologies: e.g. SIP, VoiceXML, CCXML, WebRTC, Websockets - Voice software: e.g. Asterisk, Freeswitch, Kamailio, Voxeo Prophecy - Experience supporting or integrating APIs and/or SDKs Any of the following are a plus: - Experience with developer tools and languages (Python, Ruby, Node/Javascript, Java, PHP) - Troubleshooting Applications: e.g. Kibana (Elastic Search) - Linux/Unix operating systems - Experience building and/or troubleshooting iOS, Android or Javascript SDKs and/or applications - Knowledge or experience working with KCS (Knowledge Centered Support) What is in it for you? In addition to providing exciting work, career advancement opportunities, and a collaborative work environment, Vonage provides competitive pay and benefits including unlimited discretionary time off and tuition reimbursement. 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. #LI-Remote #LI-DHC1 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. To learn how we process your personal data during the recruitment process, please refer to our Privacy Notice. 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.

Join Vonage and help us innovate cloud communications for businesses worldwide! 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! Why this role matters As an API Support Engineer at Vonage, you will provide first-class technical support to our rapidly growing strategic customer base, integrating our real-time communication APIs and SDKs. IF THIS SOUNDS LIKE YOU, CONTINUE READING BELOW……. What you will 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 - 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 must have: - Bachelor’s Degree in Computer Science or equivalent - At least 3-5 years experience in technical support, customer success or technical account management role within the Telecommunications or SAAS sectors - Experience supporting or implementing Video APIs or SDKs - Experience with some of the following technologies: IP-based real-time multimedia communication technologies and protocols, including VoIP, SIP, RTP, WebRTC, WebSockets - Capable of troubleshooting client and server-side code Any of the following is a huge 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 #LI-Remote #LI-DHC1 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. To learn how we process your personal data during the recruitment process, please refer to our Privacy Notice. 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.

• Respond to support requests, clarify questions from the client, and resolve incidents and service requests. • Restore production operations through remedial actions, ensuring platform stability and performance during promotional peaks and key campaign periods. • Keep the client informed about the lifecycle of the ticket, from opening to resolution, with clear communication on campaign impacts, timelines, and mitigation plans when incidents affect live experiences. • Actively contribute to the improvement of the services provided by utilizing in-depth knowledge of the client's business. • Prioritize and escalate critical situations, understanding the impacts on the business and ensuring resolution, particularly when issues affect ongoing or upcoming promotions, consumer experiences, or key campaign milestones. • Promote client satisfaction by establishing a partnership and empathetic relationship with the reported issue. • Prevent the reopening of support tickets by ensuring that incidents and requests are resolved efficiently, documenting root causes, workarounds, and how to. • Collaborate with the support team by sharing knowledge and contributing to collective learning, including creating and maintaining knowledge base articles, runbooks, and best practices. • Implement and optimize algorithms and automation processes using AI techniques to improve workflow, reduce delivery time, and increase operational efficiency. • Perform platform monitoring to ensure availability, performance, and correct behavior of digital platforms during promotional campaigns, proactively identifying and addressing anomalies before they impact end users. • Work closely with stakeholders to ensure that all live promotions run smoothly and meet the success criteria defined during the inception phase, aligning support activities with expected business outcomes.