Customer Success Engineer

JOB DESCRIPTION

Responsibilities

· Handle the general customers about Agora's product.

· Troubleshoot customer issues through effective diagnosis.

· Support the developers through Agora Ticket System and Agora Developer Community on Slack and Stack Overflow.

· Handle the escalation to Tier 2 and Tier 3 Customer Success Team.

· Manage the tickets and meet the support SLA.

· Act as a consultant for internal stakeholders in engineering, sales, and customer organizations to resolve technical deployment obstacles and improve Agora.

· Work closely with solution architect, product and engineering teams to find ways to improve the customer experience and our product.

QUALIFICATIONS

Required Skills, Experience and Competencies:

· 1-3 years of experience in a support engineer, software engineer or so.

· Mandarin is a must. Great English writing and reading skills.

· Experience troubleshooting networks, TCP/UDP, configurations/firewalls.

· A high-energy, passionate, and enthusiastic attitude; desire and flexibility to work in a fast-paced, ever-changing starting up environment.

Preferred Skills and Experience:

· Previous experience as a developer is highly preferred.

· Real-time communications (voice/video conferencing) experience, and/or WebRTC experience.

· Knowledge of IP networking, including routing protocols and SIP, firewall and proxy configurations.

· Tell us more about you! Links to other web sites and resources where we might learn more about you (Github, Stack Overflow, etc.) are greatly appreciated.