Technical Support Expert 2

Summary

Join Twilio's Programmable Voice Support Team as a Technical Support Engineer 2 and help shape the future of communications. You will provide outstanding technical support to individual developers and major brands, troubleshooting voice connectivity, audio quality, and application-level issues. This role requires experience with VoIP/SIP/IP-PBXes, REST APIs, and web/mobile application development. You will collaborate with teammates and other Twilio teams, report bugs, and contribute to process improvements. The position is remote, based in Colombia, and may involve occasional travel. Twilio offers competitive pay, generous time off, and various other benefits.

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 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
• 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
• Twilio operates a 24/7 support model. Ability to work weekend and holiday hours, Sunday -Thursday 9am-6pm Pacific Time / Tuesday to Saturday 9am-6pm Pacific Time

Responsibilities

• Work on Programmable Voice and Elastic SIP Trunking submitted by both individual developers and major brands via multiple communications channels (email, phone, chat)
• Assist customers with troubleshooting voice connectivity, audio quality, application-level and networking issues
• Speak with customers in order to guide them through the development of their voice application
• Collaborate with your teammates and the Twilio Product and Engineering teams via Slack, Jira and Zoom
• Report reproducible Voice bugs and review our internal knowledge base to stay up to speed with industry shifts and standards
• Work with your manager to surface customer problems and assist in process betterments

Preferred Qualifications

• Excellent written and verbal communication skills
• Previous experience or knowledge of Twilio products
• Previous experience with IP-PBX configuration
• Previous experience with JIRA, Zendesk, or similar ticketing systems

Benefits

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