Technical Support Engineer – Voice & Video API

📋 Description

• Investigate, troubleshoot, diagnose and resolve technical issues related to customer API and SDK implementations
• Communicate effectively (verbal and written) with customers and internal stakeholders
• Problem solver with natural curiosity and rapid learning ability
• Contribute to internal and external knowledge bases
• Collaborate with team to identify bugs and escalate to next-level support
• Communicate well with developers and non-technical users

🎯 Requirements

• Bachelor’s degree in CS or equivalent
• 5+ years in technical support, customer success or TAM in telecom or SaaS
• Experience supporting or implementing video/voice APIs or SDKs
• IP-based RT multimedia tech: VoIP, SIP, RTP, WebSocket
• Voice software: Asterisk, Freeswitch, Kamailio, Voxeo Prophecy
• Zendesk AI features proficiency to streamline ticket routing and automation

🎁 Benefits

• Medical Insurance
• Group Life Insurance
• Meal Card
• Volunteer Time (VTO)
• Ericsson Care Line
• Additional benefits discussed with recruiter during interview