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2 months ago
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About AgoraAgora 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. Headquartered in Santa Clara, CA, Agora is trusted by over 1,700 leading organizations across the globe to power best-in-class real-time experiences from social media and live shopping to education and telehealth.Job TitleCustomer Support Engineer (CSE)LocationLisbon or Barcelona (Europe)TeamGlobal Customer Support – AgoraAbout the RoleWe are looking for a Customer Support Engineer (CSE) who is passionate about real-time communication and AI, especially Voice AI and real-time interactive technologies. This role goes beyond traditional technical support. In addition to helping customers troubleshoot technical issues, you will also take a step up to guide customers on integration following the best practice and design the solution based on the use case. You will also have the opportunity to engage with local developer communities, share knowledge about emerging technologies, and help grow awareness of Agora’s Conversational AI capabilities. If you are someone who loves troubleshooting technical issues, enjoys talking to developers, and gets excited about AI innovation, this role is for you.What You Will DoCustomer Technical SupportProvide 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 requestsAI and Developer Ecosystem EngagementActively participate in local developer communities (meetups, tech groups, hackathons, university events, etc.)Collaborate with internal teams to organize and support developer events, workshops, and tech talks focused on Agora’s RTC and Conversational AI solutionsShare insights on AI and real-time communication trends, use cases, and best practices with developersHelp bridge feedback from developers and the community back to internal product and engineering teamsWhat We’re Looking ForTechnical SkillsAI and LLM Oriented SkillsStrong interest in Large Language Models and modern AI application developmentFamiliar with LLM application patterns, such as agents, prompt engineering, RAGOther Technical SkillsSolid 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 scenariosCommunication and Community SkillsExcellent communication skills — able to explain complex technical topics in a clear and engaging wayEnjoy speaking with developers, whether 1:1, in small groups, or at community eventsPassionate 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 attitudeNice to HaveExperience 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)Working ModelThis position is remotely working. Work from homeWork closely with a global support and engineering teamExpected to spend part of the time on external developer engagement and eventsWhy Join AgoraBe at the forefront of Real-Time Engagement + AIHelp shape how developers build next-generation conversational and interactive AI experiencesCombine deep technical problem-solving with real community impactWork in an international, highly technical, and fast-growing environmentBarcelona, Spain
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