Remote Technical Support Engineer L2

Summary

Join the team as our next Technical Support Engineer 2 (Flex, APAC/EMEA) at Twilio. This position is needed to support our customers' use of the Twilio platform and help customers get the best experience from Twilio's 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)
• 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
• 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: Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams
• WEAR THE CUSTOMER SHOES: Work with our customers' and partners' developers, architects, and support personnel to resolve complex problems with potentially very costly and far-reaching consequences
• RUTHLESS PRIORITIZE: Leverage your experience with troubleshooting and resolving Quality of Service (QoS) issues
• BE INCLUSIVE: Collaborate with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs
• WRITE IT DOWN: Review internal knowledge to stay current on industry shifts and standards
• BE AN OWNER: Assist your manager in process improvements by surfacing customer pain points to assist in process improvement
• DON'T SETTLE: We are there when our customers need us, 24/7, and 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

Benefits

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