Customer Services Engineer

Agora 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.

We 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.

• 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 expedite 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

• 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)
• 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.

• 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)

• Work closely with a global support and engineering team.

• Be at the forefront of Real-Time Engagement + AI
• 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

The pay range for this role is:

49,920 - 68,285 USD per year (Hybrid (Austin, Texas, US))