Solution Engineer

As a Technical Support Engineer based in Surat, Gujarat, you will be responsible for providing frontline support to developers integrating our SDKs and APIs. Your main focus will be on troubleshooting technical issues, offering accurate solutions, and ensuring a seamless adoption of the VideoSDK platform. To excel in this role, you will need to leverage your problem-solving abilities, technical inquisitiveness, and a genuine desire to assist developers in achieving their goals. Your key duties will include delivering timely technical support through various channels such as chat, email, GitHub, Discord, and ticketing systems. You will be tasked with identifying and resolving integration issues related to WebRTC, SDKs (JavaScript, Android, iOS, Flutter), and backend APIs. Additionally, you will aid developers in diagnosing call quality and performance concerns by utilizing tools like WebRTC Internals, logs, and network traces. Your role will also involve replicating customer problems and escalating any discovered bugs or feature requests to the engineering and product teams. Furthermore, you will be expected to create and update internal documentation and technical knowledge base articles, as well as proactively monitor customer activity to detect and prevent potential issues. Collaborating closely with QA and DevOps teams will be essential to ensure the stability and performance of the platform. To qualify for this position, you should possess 6 months to 1 year of experience in technical support, developer support, or a related field. Strong analytical and debugging skills using browser development tools and CLI tools like cURL and Postman are essential. A fundamental understanding of WebRTC, VoIP, media streaming, and REST APIs is required, along with experience in at least one programming language (preferably JavaScript, Node.js, or Python). Excellent communication abilities and a customer-centric approach are crucial, as well as familiarity with tools such as GitHub, JIRA, Grafana, and log monitoring systems. While not mandatory, it would be advantageous to have experience with RTC platforms like Agora, Twilio, Daily, or Zoom SDKs. Additionally, familiarity with signaling protocols such as SDP, ICE, and STUN/TURN, exposure to Kubernetes and cloud infrastructure monitoring tools, and contributions to open-source communities or support forums are considered desirable traits for this role.,