Customer Services Engineer at Agora in Remote

Summary: Agora is the global leader in real-time engagement, providing developers with powerful APIs for real-time communication. They are seeking a Customer Support Engineer who will provide technical support for Agora SDKs, troubleshoot issues, and engage with local developer communities to promote Agora's AI capabilities. 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 Required Qualifications: - 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 Preferred Qualifications: - 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) Required Skills: Large Language Models, Networking fundamentals, SDK/API integration Important Skills: iOS development, Android development, Web development, Node.js, Python Nice-to-Have Skills: Community engagement, Public speaking