• Spend a majority of your day resolving complex customer issues via email, chat, and other support channels • Act as a primary escalation point for Tier 1, assisting with high-complexity or high-visibility cases • Partner closely with Tier 2, Engineering, and Product teams to drive resolution of advanced technical issues • Provide real-time guidance and support to team members via Slack and case collaboration • Assist in identifying, triaging, and communicating trending issues, bugs, or release impacts • Contribute to and help maintain internal documentation, troubleshooting guides, and support processes • Mentor team members by sharing knowledge, refining troubleshooting skills, and improving case quality • Help ensure consistency and quality in customer interactions and technical resolutions • Participate in initiatives that improve team efficiency, workflows, and customer experience

• Providing technical support and in-depth troubleshooting for Veeam Software’s clients (B2B) via telephone, email, and web conferencing; • Acting as a technical focal point in relationships with fellow IT Professionals; • Researching and troubleshooting customer problems and inquiries; • Updating and working on assigned cases in a timely manner; • Contributing to documentation to build Veeam’s knowledge base; • Documentation of all customer interactions accurately and within SLA in our CRM tool; • Proactively staying up to date with all the latest technologies concerning Veeam’s products and the underlying technologies.

Role Description 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. - 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) Qualifications - 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 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 - Messaging technologies: e.g. SMS, SMPP, GSM, MMS, Whatsapp, etc. - Capable of troubleshooting client and server-side code Requirements - 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 Benefits - Remote work options

• Guide customers through AVD environment deployments and Azure infrastructure setup using Nerdio Manager. • Collaborate with enterprise customers and MSP partners to assess requirements, validate infrastructure readiness, and ensure deployments are completed in line with best practices. • Provide hands-on technical support for IT professionals and administrators across the full Nerdio platform. • Ensure successful incident and problem resolution by responding to cases promptly and delivering clear, effective solutions. • Apply in-depth knowledge of Microsoft Intune, FSLogix, networking, and Active Directory to resolve complex issues.