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.

• Provide high-quality support via tickets, email, chat, and phone calls • Troubleshoot product-related issues, including: assembly and build challenges, missing or damaged parts, mechanical or functionality concerns, navigating instructions or digital guides • Guide customers through step-by-step solutions in a clear, friendly, and easy-to-follow manner • Simplify technical concepts for non-technical users • Diagnose issues and determine appropriate resolutions (troubleshooting vs replacement) • Coordinate replacements or escalate product issues when necessary • Document solutions and contribute to internal knowledge bases • Identify recurring issues and provide feedback to improve products and processes • Collaborate with internal teams

• Provides in-depth business knowledge and advanced technical support to one or more business areas • Acts as subject matter expert for department or business unit on business systems/applications • Analyzes company functions, processes, and activities to improve computer-based business applications • Performs application/system design and implementation • Documents development requirements • Consults with end users to test and debug applications • Develops ad-hoc reports to conduct data analysis and validation • Confers with area/department to analyze current operational procedures and trends • Conducts business analysis and recommends technical alternative solutions to management • Research, evaluate and assess the financial impact of issues identified in data/processes • Creates multiuser, real-time, robust database solutions • Provides oversight and resolves complex issues, optimizing performance and resolving problems • Provides guidance and training to staff on process, procedures and issue resolution