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.