Customer Services Engineer

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.ResponsibilitiesProvide 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 causesWork with internal engineering teams to escalate and track product issuesWrite technical explanations, integration guidance, and best-practice recommendationsSupport customers via ticketing systems, Slack/IM channels, and live troubleshooting sessionsAct as a technical advocate for customers by feeding back recurring issues and feature requestsSkillsStrong interest in Large Language Models and modern AI application developmentFamiliar with LLM application patterns, such as agents, prompt engineering, RAGSolid 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 issuesComfortable building small demos or scripts to validate technical scenariosExcellent communication skills — able to explain complex technical topics in a clear and engaging wayPassionate about learning and exploring new technologies, especially in the AI spaceComfortable representing the company in external technical settingsStrong sense of ownership, curiosity, and a proactive attitudeExperience in Developer Support, Solutions Engineering, or Developer AdvocacyPublic speaking experience (meetups, workshops, tech talks, webinars)Experience with AI-related technologies such as: Speech-to-text / text-to-speech, Conversational AI systemsFamiliarity with cloud platforms (AWS/GCP/Azure)Understanding of audio/video media concepts (codec, bitrate, jitter, latency)Company OverviewAgora (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 SponsorshipAgora 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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