Developer Support Engineer

2-4 years of experience in developer support, technical support, or a customer-facing engineering role. Strong problem-solving skills with a methodical approach to debugging. Familiarity with APIs, SDKs, and networking basics (HTTP, WebRTC, WebSocket, SIP). Clear written and verbal communicator who can explain technical details concisely. Comfortable using tools like Postman, curl, Wireshark, and browser dev tools. Curious and empathetic, always keeping the developer’s perspective in mind. Experience with real-time infrastructure frameworks and protocols (WebRTC, SIP, cloud communications APIs) is a plus. Familiarity with AI and agent platforms is a plus. Experience using ticketing or issue-tracking tools (Linear, Jira, Zendesk) is a plus. Basic scripting or automation experience for improving internal workflows or triage efficiency is a plus.

Serve as the first point of contact for developer inquiries across support channels. Triage and prioritize inbound issues, ensuring clear ownership and timely responses. Reproduce and validate issues where possible, collecting logs, SDK versions, and environment details. Provide initial troubleshooting or workarounds to unblock customers quickly. Escalate more complex issues to internal teams with crisp summaries and context. Document learnings and contribute to internal and external knowledge bases. Identify trends or recurring issues and collaborate with the team to improve documentation, tooling, and product experience.