Key skills
Large Language ModelsNetworking fundamentalsSDK/API integrationiOS developmentAndroid developmentWeb developmentPythonPublic speakingProactive attitudecommunicationJavaScriptJavaGoAILLMNode.jsAWSAzureGCPiOSAndroidCommunicationFirewall
About this role
Agora is the global leader in real-time engagement, providing developers with APIs to embed real-time conversational AI and communication technologies. The role of Customer Support Engineer involves providing technical support, guiding customers on integration, and engaging with developer communities to promote Agora’s solutions.
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
- Actively 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 solutions
- Share insights on AI + real-time communication trends, use cases, and best practices with developers
- Help bridge feedback from developers and the community back to internal product and engineering teams
Requirements:
- 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
- Enjoy speaking with developers, whether 1:1, in small groups, or at community events
- 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)