Customer Services Engineer

Agora Inc.

Job Overview

Location

Remote

Job Type

Full-time

Full Job Description

📋 Description

• Are you a technically adept individual with a passion for real-time communication and the rapidly evolving world of Artificial Intelligence, particularly Voice AI and interactive technologies? Agora Inc., the global leader in real-time engagement, is seeking a dynamic Customer Support Engineer (CSE) to join our innovative team. This role offers a unique opportunity to go beyond traditional technical support, immersing yourself in guiding developers, designing solutions, and actively engaging with local developer communities to foster awareness and adoption of Agora's cutting-edge Conversational AI capabilities.
• As a CSE at Agora, you will be instrumental in empowering developers worldwide to embed seamless real-time conversational AI, voice, video, interactive live streaming, and chat into their applications and IoT devices. You will be the technical bridge, ensuring our clients can leverage our powerful APIs to create best-in-class real-time experiences across diverse sectors like social media, live shopping, education, and telehealth. If you thrive on troubleshooting complex technical challenges, enjoy collaborating with developers, and are excited by the prospect of contributing to AI innovation, this position is tailor-made for you.
• **Customer Technical Support:**
• Provide comprehensive technical support to a global base of developers integrating Agora's extensive suite of SDKs and services, including Real-Time Communication (RTC), Signaling, Cloud Recording, and our advanced Conversational AI offerings.
• Diagnose and resolve intricate issues related to audio and video quality, network connectivity and performance, SDK integration complexities, and platform-specific behaviors across iOS, Android, Web (including WebRTC), Windows, and macOS environments.
• Conduct in-depth analysis of logs, develop precise reproduction demonstrations to pinpoint root causes of technical problems, and ensure timely resolution.
• Collaborate closely with internal engineering teams, effectively escalating and meticulously tracking product issues to ensure swift and satisfactory outcomes for our customers.
• Author clear, concise, and technically accurate explanations, integration guidance documents, and best-practice recommendations to enhance the developer experience.
• Offer support through various channels, including our ticketing systems, Slack instant messaging, and direct live troubleshooting sessions, ensuring responsive and effective assistance.
• Serve as a dedicated technical advocate for our customers, actively channeling recurring issues and valuable feature requests back to internal product and engineering teams to drive product improvement.
• **AI & Developer Ecosystem Engagement:**
• Actively participate in and contribute to local and global developer communities, including meetups, technical groups, hackathons, and university events, to build relationships and share knowledge.
• Partner with internal teams to conceptualize, organize, and support developer events, workshops, and tech talks specifically focused on Agora's Real-Time Communication and Conversational AI solutions.
• Share valuable insights and thought leadership on emerging AI and real-time communication trends, innovative use cases, and best practices with the developer community.
• Facilitate the flow of feedback from developers and the broader community back to our internal product and engineering teams, ensuring our offerings remain aligned with market needs and developer expectations.
• This role is a unique blend of deep technical problem-solving and community engagement, offering a chance to be at the forefront of real-time engagement and AI innovation. You will help shape how developers build the next generation of conversational and interactive AI experiences, combining technical expertise with a tangible community impact in an international, highly technical, and rapidly expanding environment.

🎯 Requirements

• Strong interest in Large Language Models (LLMs) and modern AI application development, including familiarity with LLM application patterns like agents, prompt engineering, and Retrieval-Augmented Generation (RAG).
• Solid understanding of networking fundamentals, including TCP/UDP, NAT, and firewall configurations, coupled with experience in at least one development platform: iOS, Android, Web (JavaScript WebRTC), or backend (Node.js, Java, Python, Go).
• Excellent communication skills with the ability to articulate complex technical topics clearly and engagingly, coupled with a genuine enjoyment of interacting with developers in various settings.
• Proven ability to read logs, debug SDK API integrations, reproduce technical issues, and comfort in building small demos or scripts to validate technical scenarios.

🏖️ Benefits

• Be at the forefront of Real-Time Engagement and AI innovation.
• Help shape how developers build next-generation conversational and interactive AI experiences.
• Combine deep technical problem-solving with real community impact.
• Work in an international, highly technical, and fast-growing environment.
• Remote work flexibility, allowing you to work from home.

Skills & Technologies

Python

JavaScript

Java

Node.js

AWS

Remote

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Agora Inc.

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About Agora Inc.

Agora is a leading platform that empowers developers to build real-time voice and video experiences into their applications. Leveraging advanced WebRTC technology, Agora provides a comprehensive suite of APIs and SDKs that enable seamless integration of live streaming, interactive live broadcasting, and real-time messaging. Their solutions cater to a wide range of industries, including gaming, education, e-commerce, and social media, allowing businesses to create engaging and interactive user experiences. Agora's robust infrastructure ensures high-quality, low-latency communication, making it a go-to solution for companies looking to enhance user engagement through real-time interactions.

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