Job Overview
Location
Mexico City, Mexico
Job Type
Full-time
Category
Customer Support
Date Posted
February 24, 2026
Full Job Description
đź“‹ Description
- • As an API Support Engineer at Vonage, you will be at the forefront of enabling businesses worldwide to innovate their cloud communications. You will provide exceptional, first-class technical support to our rapidly expanding and strategically important customer base, ensuring their seamless integration with our cutting-edge real-time communication APIs and SDKs. This role is pivotal in maintaining customer satisfaction, fostering loyalty, and turning our users into true advocates of Vonage.
- • Your primary responsibility will be to meticulously investigate, troubleshoot, diagnose, and resolve complex technical issues that arise from customer implementations of our APIs and SDKs. This requires a deep dive into their code, infrastructure, and usage patterns to pinpoint the root cause of any problems.
- • You will be the crucial link between our customers and our internal engineering and product teams. Effective and clear communication, both verbally and in writing, is paramount. You'll need to translate technical challenges into understandable terms for clients and articulate customer needs and feedback accurately to internal stakeholders.
- • This role demands a proactive problem-solver with an insatiable natural curiosity. You must possess a demonstrated ability to learn new technologies and concepts rapidly, adapting quickly to the evolving landscape of cloud communications and API integrations.
- • A significant part of your contribution will involve building and maintaining our knowledge base. This includes creating comprehensive internal documentation for your colleagues and developing clear, user-friendly external resources such as FAQs, troubleshooting guides, and API usage examples to empower our customers.
- • Collaboration is key. You will work closely with your immediate team members to share insights, discuss challenging cases, and collectively identify recurring bugs or systemic issues. You will be responsible for escalating these findings to the appropriate next-level support or engineering teams, providing all necessary diagnostic information.
- • You will engage with a diverse range of audiences, from highly technical developers who are deeply integrated with our APIs, to less technical business users who rely on our communication solutions. Your ability to tailor your communication style and technical explanations to suit each audience is essential for building trust and ensuring successful outcomes.
- • You will become an expert in Vonage's suite of communication APIs and SDKs, understanding their capabilities, limitations, and best practices for implementation across various platforms and use cases.
- • This role offers the opportunity to gain in-depth knowledge of real-time communication technologies, including VoIP, SIP, RTP, WebRTC, and WebSockets, as well as messaging technologies like SMS, SMPP, and WhatsApp integrations.
- • You will be instrumental in ensuring the stability and performance of our customers' applications that leverage Vonage's services, directly impacting their business operations and customer engagement.
- • By providing timely and accurate resolutions, you will directly contribute to customer retention and growth, reinforcing Vonage's reputation as a reliable and innovative partner in the cloud communications space.
- • You will participate in continuous learning initiatives, staying abreast of new product releases, feature updates, and industry trends to enhance your support capabilities and provide proactive guidance to customers.
- • This position requires a keen analytical mindset to dissect complex technical problems, identify patterns, and develop effective solutions that not only fix immediate issues but also prevent future occurrences.
- • You will be a champion for the customer experience, advocating for their needs and ensuring they receive the highest level of support throughout their journey with Vonage.
- • Your success will be measured by your ability to resolve customer issues efficiently, maintain high levels of customer satisfaction, and contribute positively to the team's knowledge and performance metrics.
🎯 Requirements
- • Bachelor’s Degree in Computer Science or equivalent practical experience.
- • Minimum of 3-5 years of experience in a technical support, customer success, or technical account management role, preferably within the Telecommunications or SaaS sectors.
- • Proven experience supporting or implementing APIs or SDKs.
- • Familiarity with IP-based real-time multimedia communication technologies and protocols (e.g., VoIP, SIP, RTP, WebRTC, WebSockets) or messaging technologies (e.g., SMS, SMPP, GSM, MMS, Whatsapp).
- • Demonstrated ability to troubleshoot both client-side and server-side code.
🏖️ Benefits
- • Competitive salary and performance-based bonuses.
- • Comprehensive health, dental, and vision insurance plans.
- • Generous paid time off (PTO) and holiday schedule.
- • Opportunities for professional development and continuous learning, including access to training resources and certifications.
- • A collaborative and innovative work environment with a global team.
- • Potential for remote work flexibility.
Skills & Technologies
Python
JavaScript
PHP
Ruby
Node.js
Backend
Remote
Degree Required
About Vonage Holdings Corp.
Vonage Holdings Corp. provides cloud communications services to businesses and consumers worldwide. Its unified communications platform offers voice, messaging, video, and data APIs, enabling developers and enterprises to embed programmable communications into applications. The company serves small businesses to large enterprises through cloud-based VoIP, contact center solutions, and communications APIs. Vonage was acquired by Ericsson in 2022 and continues to operate as a standalone subsidiary headquartered in Holmdel, New Jersey.
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