Customer Success Engineer_CDMX

Job description

Job Title: Customer Support Engineer (CSE) Location: Mexico City, Mexico - CDMX Team: Global Customer Support – Agora About the Role 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. What You Will Do Customer Technical Support · P rovide 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 AI & Developer Ecosystem Engagement · 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 What We’re Looking For Technical Skills AI & LLM-Oriented Skills · Strong interest in Large Language Models and modern AI application development · Familiar with LLM application patterns, such as agents, prompt engineering, RAG. Other Technical Skills: • 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 Communication & Community Skills • Excellent communication skills in English — 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. Nice to Have • 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) Working Model • This position is remotely working. Work from home. • Work closely with a global support and engineering team. • Expected to spend part of the time on external developer engagement and events. Why Join Agora · 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 About Agora 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.