Technical Support Expert 3
See yourself at Twilio
Join the team as Twilio’s next Technical Support Expert 3- Voice
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
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+ 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.
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
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.
About the job
Apply for this position
Technical Support Expert 3
See yourself at Twilio
Join the team as Twilio’s next Technical Support Expert 3- Voice
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
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+ 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.
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
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.