Tech Support Engineer I (NAM Shifts & Cloud/DB/API)

Fixed shift timing (Americas Shift): 9:30 PM - 5:30 AM IST

Why this role matters:

As a Technical Support Engineer for Jumper AI, you will provide first-class technical support to our rapidly growing strategic customer base, who rely on our conversation commerce engagement platform. You will work closely with sales, product, engineering, and the rest of the Vonage organisation.

Your key responsibilities:

• Providing customers with lightning-fast response and resolution times and excellent communication to delight them with the Vonage service.


• Analysing Conversational Flows and using an analytical approach to troubleshoot and solve technical issues within our Jumper APIs


• Getting stuff done for the customer, doing whatever it takes to ensure their success.


• Capturing knowledge for customers who prefer solving their issues without contacting support.


• Following processes unless customers are better served by bending our rules or improving our processes.


• You are curious to learn how things work and what you can do to improve them.


• Work closely with other teams, such as developers and product managers, to identify and resolve technical issues and provide feedback on product issues and bugs.

What youll bring:

Successful candidates should have experience in technical support within cloud communication, conversational commerce, or AI/ML technology sectors.

• 2-4 years experience in technical support, ideally within the Google Cloud Platform, Communications Platform (CPAAS), B2B SAAS platform, Conversational Commerce or AI/Machine Learning Technologies


• Experience in SQL and non-SQL databases to understand how the platform stores and retrieves data.


• Familiarity and understanding of REST APIs and webhooks


• Scripting languages: Python and JavaScripting with React and Vue.js would be a plus


• Experience with CRM software like Zendesk, JIRA, or Confluence would be a plus.


• Excellent communication skills, written and verbal