Twilio is hiring a
Technical Support Engineer L2, Remote - India

Summary

Join Twilio as a Technical Support Engineer 2 in Bengaluru, India. Support customers using Twilio platform, work flexible hours including weekends, and collaborate with teams. Full-stack JavaScript development experience required, with bonus skills in serverless, WebRTC, and contact center products.

Requirements

• 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)
• Good understanding of OOP
• 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
• 3 to 5 years years experience or equivalent relevant experience in Full-Stack Javascript development 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)

Responsibilities

• Empower others by addressing customer issues and providing feedback to Twilio’s Product and Engineering teams
• Wear the customer shoes by working with customers' developers, architects, and support personnel to resolve complex problems
• Ruthless prioritize by leveraging experience with troubleshooting and resolving Quality of Service (QoS) issues
• Collaborate with 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

Preferred Qualifications

• Bonus skills: 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, and much more. Offerings vary by location