Customer Services Engineer

🌍 Remote, USA 🎯 Full-time 🕐 Posted Recently

Job Description

Agora is the global leader in real-time engagement, providing developers with powerful APIs for real-time communication. The Customer Support Engineer role involves troubleshooting technical issues, guiding customers on integration, and engaging with developer communities to promote Agora's AI capabilities.

Responsibilities

Provide technical support to developers integrating Agora SDKs and services (RTC, Signaling, Cloud Recording, Conversational AI, etc.)
Troubleshoot issues related to Audio/video quality, Network connectivity and performance, SDK integration and platform-specific behaviors (iOS, Android, Web, Windows, macOS)
Analyze logs, develop reproduction demos to identify root causes
Work with internal engineering teams to escalate and track product issues
Write technical explanations, integration guidance, and best-practice recommendations
Support customers via ticketing systems, Slack/IM channels, and live troubleshooting sessions
Act as a technical advocate for customers by feeding back recurring issues and feature requests

Skills

Strong interest in Large Language Models and modern AI application development
Familiar with LLM application patterns, such as agents, prompt engineering, RAG
Solid understanding of networking fundamentals (TCP/UDP, NAT, firewall)
Experience with at least one platform: iOS, Android, Web (JavaScript/WebRTC), or backend (Node.js/Java/Python/Go)
Ability to read logs, debug SDK/API integrations, and reproduce technical issues
Comfortable building small demos or scripts to validate technical scenarios
Excellent communication skills — able to explain complex technical topics in a clear and engaging way
Passionate about learning and exploring new technologies, especially in the AI space
Comfortable representing the company in external technical settings
Strong sense of ownership, curiosity, and a proactive attitude
Experience in Developer Support, Solutions Engineering, or Developer Advocacy
Public speaking experience (meetups, workshops, tech talks, webinars)
Experience with AI-related technologies such as: Speech-to-text / text-to-speech, Conversational AI systems
Familiarity with cloud platforms (AWS/GCP/Azure)
Understanding of audio/video media concepts (codec, bitrate, jitter, latency)

Company Overview

Agora (NASDAQ: API) is the global leader in real-time engagement, providing developers with simple, flexible, and powerful APIs to embed real-time conversational AI, voice, video, interactive live streaming, and chat into their applications and IoT devices. It was founded in 2012, and is headquartered in Santa Clara, California, USA, with a workforce of 501-1000 employees. Its website is http://www.agora.io.

Company H1B Sponsorship

Agora has a track record of offering H1B sponsorships, with 1 in 2023, 2 in 2020. Please note that this does not guarantee sponsorship for this specific role.

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