Technical Support Expert 3 - Voice Team

Summary

Join Twilio's Programmable Voice Support Team as a Technical Support Engineer 3, based remotely in Colombia. You will be the voice of Twilio, providing exceptional technical support to customers and partners. This role requires strong troubleshooting skills, experience with VoIP/SIP/IP-PBXes, and a deep understanding of REST APIs. You'll collaborate with colleagues and contribute to process improvements. The ideal candidate possesses 4+ years of client-facing technical experience, including telecom expertise and experience with packet capture tools. Twilio offers competitive pay, generous time off, and various other benefits.

Requirements

• 4+ 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)
• 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
• 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
• Ability to work weekend and holiday hours, Sunday -Thursday or Tuesday-Saturday aligned to a fixed schedule of 9am to 6 pm US Pacific Time is mandatory for this role

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
• 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

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