Technical Support Expert 2
See yourself at Twilio
Join the team as our next Technical Support Engineer 2 on Twilio’s Programmable Voice Support Team.
About the job
Twilio is looking for new Technical Support Engineers to join our Americas 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’ll:
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.
Qualifications
Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to 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:
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
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 role will be remote, and based in Colombia.
Travel
We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.
What We Offer
Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.
Technical Support Expert 2
See yourself at Twilio
Join the team as our next Technical Support Engineer 2 on Twilio’s Programmable Voice Support Team.
About the job
Twilio is looking for new Technical Support Engineers to join our Americas 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’ll:
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.
Qualifications
Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to 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:
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
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 role will be remote, and based in Colombia.
Travel
We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.
What We Offer
Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.