Technical Support Engineer 2

Summary

Join Twilio's APAC Voice Support team as a Technical Support Engineer 2. This role involves providing outstanding technical support to individual developers and major brands using Programmable Voice and Elastic SIP Trunking. Responsibilities include troubleshooting voice connectivity and audio quality issues, guiding customers in developing voice applications, collaborating with teammates and other Twilio teams, reporting bugs, and improving internal processes. The ideal candidate possesses 2+ years of client-facing technical experience, telecom experience with SIP and IP Telephony, VoIP and SIP troubleshooting skills, and strong knowledge of RESTful APIs and network connectivity. A third-level qualification in a related discipline or relevant experience is required. The position is remote and based in India, with weekend and holiday work required.

Requirements

• 2+ years of experience in a client-facing, technical role
• Past telecom experience, including knowledge of SIP and IP Telephony protocols, and experience using packet capture tools (e.g. Wireshark)
• 1+ years of experience troubleshooting VoIP and SIP issues, and configuring PBX
• Ability to address customer concerns and provide feedback in a friendly, diplomatic and empathetic way; you treat customer problems like your own
• Ability to advise on improvements for the Voice product
• Ability to make sound decisions quickly and efficiently
• Experience with troubleshooting and resolving QoS (Quality of Service) issues, including escalations to third parties
• Strong knowledge of RESTful API’s with the ability to understand and troubleshoot issues with cloud solutions
• Skilled in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS. Bonus: an understanding of WebRTC
• Third level qualification in Computer Science, Network Engineering, or a related discipline, or relevant experience related to this position
• You will help customers solve their technical challenges through tickets, phone calls, and chat conversations
• You will interact, collaborate and network with other departments in Twilio in your search for solutions that our customers need
• Twilio provides 24/7 support, requiring availability to work on weekends and holidays from 6:30 AM to 3:30 PM India Standard Time

Responsibilities

• Work on Programmable Voice and Elastic SIP Trunking submitted by both individual developers and major brands via multiple communications channels (email, phone, chat)
• Assist customers with troubleshooting voice connectivity, audio quality, application-level and networking issues
• Speak with customers in order to guide them through the development of their voice application
• Collaborate with your teammates and the Twilio Product and Engineering teams via Slack, Jira and Zoom
• Report reproducible Voice bugs and review our internal knowledge base to stay up to speed with industry shifts and standards
• Work with your manager to surface customer problems and assist in process betterments

Preferred Qualifications

• Excellent written and verbal communication skills
• Previous experience or knowledge of Twilio products
• Previous experience with IP-PBX configuration
• Previous experience with JIRA, Zendesk, or similar ticketing systems

Benefits

• Competitive pay
• Generous time-off
• Ample parental and wellness leave
• Healthcare
• A retirement savings program