Technical Support Engineer 2

Summary

Join Twilio's EMEA Voice Support team as a Technical Support Engineer 2 and help customers solve technical challenges using your expertise in VoIP/SIP/IP-PBXes, REST APIs, and web/mobile application development. You will troubleshoot VoIP and SIP issues, configure PBX systems, and address customer concerns. This role requires strong problem-solving skills and the ability to collaborate with various departments. The position is based remotely in India (specific locations listed) and operates on a 24/7 support model, with a focus on morning shifts and occasional weekend/holiday work. Twilio offers competitive pay, generous time off, parental and wellness leave, healthcare, and a retirement savings program. The ideal candidate will possess a third-level qualification in a related field or equivalent experience.

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 help, train and mentor team-members, and 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

Responsibilities

• In this role, you will: provide outstanding technical support with expertise in VOIP/SIP/IP-PBXes, REST APIs, and the development of web and mobile applications
• 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
• You will work cross functionally with Engineering, Product Management and Sales. Sometimes you will work with similar cross-functional teams from partner organizations
• Twilio operates a 24/7 support model. You will always work the morning shift, but the ability to occasionally work weekends and holidays (as needed) is required. When working a weekend shift, you still get 2 days off per week

Preferred Qualifications

Strong written and verbal communication skills in multiple languages (German, French, Spanish, Italian...)

Benefits

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