Technical Support Engineer 2

Summary

Join Twilio as a Technical Support Engineer 2 (Voice, EMEA) and help shape the future of communications. You will provide outstanding technical support to customers, troubleshooting VoIP/SIP/IP-PBX issues and utilizing your expertise in REST APIs and web/mobile application development. This role requires strong problem-solving skills and the ability to collaborate with various teams. The position is based remotely in India (specific locations listed) and offers competitive pay, generous time off, and other benefits. You will work the morning shift but occasional weekend/holiday work is required. Twilio is committed to a remote-first work environment and a strong culture of inclusion.

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 to customers, troubleshooting VoIP/SIP/IP-PBX issues and utilizing your expertise in REST APIs and web/mobile application development
• 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