Technical Support Engineer 3

See yourself at Twilio

Join the team as our next Technical Support Engineer 3 on Twilio’s Programmable Voice Support Team.

About the job

Twilio is looking for new Technical Support Engineers to join our APAC Voice Support team. We are seeking candidates with a consistent record of providing outstanding technical support, who have experience with VOIP/SIP/IP-PBXes, REST APIs, and the development of web and mobile applications.

Responsibilities

In this role, you will:

• 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.

Twilio operates a 24x7 support model so the ability to work weekends and holidays (as needed) may be required.

Qualifications 

Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

Required

• 4 to 7 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.

• Native and business fluency in Japanese (speaking and writing) is desired to work with the Japanese speaking customers.

• Twilio provides 24/7 support, requiring availability to work on weekends and holidays from 9 am to 6 pm Singapore standard time.

Desired

• 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.

Location 

This position would be located in remote Singapore.

What we offer

There are many benefits to working at Twilio, including things like competitive pay, generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.