Supervisor overseeing HCSC Customer Service team operations and performance. Coaching staff and ensuring alignment with strategic goals in a supportive environment.
About the role
- Customer Support Engineer providing technical support for Agora's real-time engagement solutions. Engaging with developer communities and guiding on integration best practices.
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
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.
- 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.
Benefits
- Help shape how developers build next-generation conversational and interactive AI experiences
- Combine deep technical problem-solving with real community impact
- Work in an international, highly technical, and fast-growing environment
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