Customer Success Engineer

Overview

Responsibilities

• Handle general customer inquiries 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 escalations to Tier 2 and Tier 3 Customer Success teams.
• Manage 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.