Technical Support Expert 3

Summary

Join Twilio as a Technical Support Expert 3- Voice and contribute to the success of our Americas Voice Support team. We are seeking individuals with a strong track record of providing exceptional technical support, particularly in the areas of VOIP/SIP/IP-PBXes, REST APIs, and web/mobile application development. In this role, you will be responsible for troubleshooting voice connectivity, audio quality, and application-level issues for both individual developers and major brands. You will also collaborate with colleagues and product/engineering teams to enhance the Voice product and address customer concerns.

Requirements

• 4+ years of experience in a client-facing, technical role
• Telecom experience, including knowledge of SIP and IP Telephony protocols, and experience using packet capture tools (e.g. Wireshark)
• 2+ years of experience troubleshooting VoIP and SIP issues, and configuring PBX
• A demonstrated history of customer focus and empathy, including the ability to diplomatically address customer concerns and provide feedback
• Ability to  advise on improvements for the Voice product
• Experience with troubleshooting and resolving QoS (Quality of Service) issues, including escalations to third parties, TCP/UDP, and basics of SSL/TLS
• Strong knowledge of RESTful API’s with the ability to understand and troubleshoot issues with cloud solutions
• Third level qualification in Computer Science, Network Engineering, or a related discipline, or relevant experience related to this position

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