Technical Support Engineer 3

Summary

Join Twilio's Platform and Applications support team as a Technical Support Engineer 3 (EMEA) and provide exceptional support to our customers using the Twilio platform. You will act as the voice of Twilio, resolving complex technical issues and collaborating with developers and engineers. This role requires strong technical and communication skills, experience troubleshooting QoS issues, and familiarity with APIs and SDKs. The position is based remotely in Estonia and involves shift work, including weekends and holidays. Twilio offers competitive compensation and benefits, including generous time off and parental leave.

Requirements

• 2+ years of Technical Support Experience
• Full-Stack Javascript development experience with broad and deep capabilities to troubleshoot server-side code (primarily Node.js, C#/Java, python are bonus) and client-side code (JavaScript, specifically React.js is a huge bonus)
• A good understanding of OOP is vital
• Good knowledge of RESTful technology, previous work with APIs and ability to understand and troubleshoot issues with cloud solutions
• 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 may require working an irregular shift, including the weekend (Shifts are subject to change based on evolving team and customer needs)
• 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