Technical Support Engineer 3

Summary

Join Twilio as a Technical Support Engineer (EMEA) and support customers using the Twilio platform. You will be the voice of Twilio, addressing customer issues, providing feedback to product and engineering teams, and resolving complex problems. This role requires strong technical and diplomatic skills, experience with troubleshooting QoS issues, and collaboration with teammates and other Twilio teams. You will also assist in process improvements and support customers on holidays. The position is based remotely in Estonia and includes shift work with rostering, requiring flexibility and availability to work weekends.

Requirements

• 2+ years of Technical Support Experience or similar relevant experience
• Full-Stack Javascript Tech Support experience with capabilities to troubleshoot server-side code (bonus would be either of: Node.js, C# or Java or python) and client-side code (JavaScript). React.js is a bonus
• A good understanding of OOP concepts
• Skills in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS
• High competency in communicating complex technical issues to both technical and non-technical audiences via phone or email mediums
• Ability to stand in the customer’s shoes and demonstrate dedication to the customer experience
• Excellent written and verbal communication skills

Responsibilities

• Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams
• Work with our customers' and partners' developers, architects, and support personnel to resolve complex problems with potentially very costly and far-reaching consequences
• Leverage your experience with troubleshooting and resolving Quality of Service (QoS) issues
• Collaborate with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs
• Review internal knowledge to stay current on industry shifts and standards
• Assist your manager in process improvements by surfacing customer pain points to assist in process improvement
• This position will also require supporting our customers on holidays to ensure that our customer’s needs are met

Preferred Qualifications

• Serverless (Lambda) experience
• Expertise with both native and mobile applications is a great bonus
• Having related experience in troubleshooting contact center products
• Understanding of WebRTC is a plus
• Experience working collaboratively with team members in different geographic locations and time zones
• Advanced time management skills, ability to work well under pressure, and proficiency at developing workflows to increase troubleshooting efficiency while still following standard processes and procedures
• Ability to influence and build effective working relationships with all levels of the organization
• Interest in utilizing customer feedback to identify and drive improvements in our products

Benefits

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