Sr. Product Support Engineer

Vobiz.ai is an AI-first, API-driven telecom infrastructure that makes it simple for developers to embed voice into AI products. With instant DID provisioning, SIP trunking, low-latency infrastructure, noise-cancellation, and compliance built-in, Vobiz is the "Stripe for AI voice", starting in India and scaling globally.

You'll work closely with the founding team and customers, acting as the bridge between Vobiz's technical as well as product teams and the developers, enterprises, and partners who rely on our platform every day.

This role sits at the intersection of developers, customers, product, and engineering. You will work directly with technical customers and development teams to troubleshoot API integrations, SDKs, platform issues, etc. The ideal candidate should have a strong understanding of SaaS/CPaaS concepts, APIs, and the underlying technology stack, along with the ability to communicate effectively with developers and stakeholders.

• Provide technical support to developers and engineering teams integrating our platform.
• Understand customer architectures and troubleshoot issues across integration and platform layers, including APIs, SDKs, webhooks, and configuration.

• Analyze logs, error messages, API requests/responses, and integration behavior to identify root causes.
• Provide detailed technical information when escalating issues, including reproduction steps, logs, API payloads, expected vs. actual behavior, and business impact.

• Work closely with Product, Engineering, and Solutions teams to drive issue resolution, address integration challenges, and support successful customer delivery.

• Review and improve API documentation, integration guides, troubleshooting content, and other developer-facing resources to make integrations easier and more effective.

• Stay current with product releases, API changes, SDK updates, and evolving platform capabilities to provide accurate technical guidance.

• Manage customer communications, including emails, follow-ups, and meeting notes, ensuring timely updates within established SLAs.
• Maintain strong customer relationships.

• 2–3 years of experience in integration support, developer support, solutions engineering, or a similar role within a SaaS/CPaaS environment.
• Ability to work independently on ambiguous technical problems and drive issues toward resolution.
• Strong understanding of how applications integrate and communicate with external systems. Prior experience with Voice AI, Telephony, or SaaS/CPaaS platforms is a strong plus.
• Understanding of databases and basic SQL.
• Basic understanding of telephony concepts: SDP, SIP, media, codecs.
• Hands-on experience with REST APIs, JSON/XML, HTTP methods, webhooks, and API debugging tools.
• Strong written and verbal communication skills, particularly the ability to explain technical concepts clearly to developers.
• Strong ability to write structured and accurate documentation.
• Comfortable taking initiative and working fast in a startup environment.

• Competitive salary, generous time off and comprehensive insurance coverage.
• Your work directly shapes customer experience and product direction.
• Fast learning curve across voice infrastructure, AI, and B2B SaaS/CPaaS.