Technical Support Engineer

Overview

API/SDK Video Support Engineer providing first-class technical support for real-time communication APIs and SDKs for strategic customers.

What you'll do

• Investigate, troubleshoot, diagnose, and resolve technical issues with customer API/SDK implementations.
• Communicate effectively with customers and internal stakeholders.
• Collaborate with the team to identify bugs and escalate to next-level support.
• Contribute to internal and external knowledge bases.
• Explain and communicate well with both developers and non-technical users.

What you'll need

• Bachelor’s degree in Computer Science or equivalent.
• 2-4 years experience in technical support, customer success, or technical account management (Telecommunications or SaaS).
• Experience supporting or implementing APIs or SDKs.
• Experience with IP-based real-time multimedia communication technologies and protocols (VoIP, SIP, RTP, WebRTC, WebSockets).
• Ability to troubleshoot client and server-side code.
• Proven experience using Generative and Agentic AI tools and LLMs for technical troubleshooting, log analysis, and script debugging.