Technical Support Engineer – Voice & Video API

About This Opportunity

We are representing a confidential communications platform provider seeking a Technical Support Engineer – Voice & Video API in Mexico. Our client empowers global organizations to build custom omnichannel communications experiences using real-time voice, video, and messaging technologies.

This role is critical to delivering world-class technical support to developers and businesses integrating advanced communications APIs and SDKs. You'll troubleshoot complex technical issues, build strong customer relationships, and contribute to a knowledge-driven support culture.

Responsibilities

• Investigate, troubleshoot, diagnose, and resolve technical issues related to customer API and SDK implementations
• Provide exceptional technical support to strategic customers integrating real-time communication solutions
• Communicate effectively (both verbal and written) with customers and internal stakeholders across technical and non-technical audiences
• Contribute to internal and external knowledge bases to improve team efficiency and customer self-service
• Collaborate with engineering teams to identify bugs and escalate issues requiring deeper investigation
• Demonstrate problem-solving skills, natural curiosity, and the ability to learn new technologies rapidly

What We're Looking For

Required:

• Bachelor's degree in Computer Science or equivalent experience
• At least 5 years of experience in technical support, customer success, or technical account management within telecommunications or SaaS sectors
• Hands-on experience supporting or implementing voice and/or video APIs or SDKs
• Strong knowledge of IP-based real-time multimedia communication technologies and protocols, including VoIP, SIP, RTP, WebRTC, and WebSocket
• Familiarity with voice technologies such as VoiceXML, CCXML, or WebRTC
• Experience with voice software platforms (e.g., Asterisk, Freeswitch, Kamailio)
• Capability to troubleshoot both client-side and server-side code
• Proficiency utilizing support ticketing systems with advanced AI features and virtual agents to streamline workflows and improve resolution efficiency

Preferred:

• Experience with programming languages such as PHP, Python, Ruby, or Node.js
• JavaScript, iOS, or Android development experience
• Experience building applications using mobile or web frameworks
• Conceptual understanding of software design principles

How We Work With You

When you apply through Get A Job.ai, our recruiting team will review your background and schedule an initial screening call. If there's a strong match, we'll submit your profile to our client for consideration. Please do not contact the client directly—we manage the entire interview coordination process on your behalf to ensure the best experience for both you and the hiring team.

Our client offers comprehensive benefits including medical insurance, group life insurance, meal benefits, volunteer time off, employee care programs, and additional perks that will be discussed during the interview process.

Pay

Compensation details will be discussed with qualified candidates based on experience and location.

Equal Opportunity: Get A Job.ai is committed to inclusive hiring practices. We encourage applications from candidates of all backgrounds and experiences. You don't need to meet every single qualification—if you're passionate about this role and believe you can make an impact, we want to hear from you.