MENU
  • Remote Jobs
  • Companies
  • Go Premium
  • Job Alerts
  • Post a Job
  • Log in
  • Sign up
Working Nomads logo Working Nomads
  • Remote Jobs
  • Companies
  • Post Jobs
  • Go Premium
  • Get Free Job Alerts
  • Log in

Technical Support Expert 3 - Voice Team

Twilio

Full-time
Colombia
tech support
voip
cisco
cloud
computer science
The job listing has expired. Unfortunately, the hiring company is no longer accepting new applications.

To see similar active jobs please follow this link: Remote Customer Success jobs

Technical Support Engineer 3 - Voice

at Twilio (View all jobs)

Remote in Colombia

See yourself at Twilio.

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

Who we are & why we’re hiring

Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.

Twilio is looking for a Technical Support Engineer - Voice to join our Americas team supporting our customers’ with their Programmable Voice issues. You will function as the voice of Twilio to our customers and partners and function as a subject matter expert for Twilio’s platform.

We’re looking for someone who is excited by solving tough problems and enjoys helping others work through complex technical issues. You’re a strong communicator to both technical and non-technical audiences via phone or email and you’re able to empathize with frustrated customers from all backgrounds. You enjoy collaborating with colleagues on your team, help them with the day to day challenges, and are able to contribute ideas on how to improve the team’s work.

You should have a firm understanding of the technology stacks common to the Web ecosystem and experience in a telecom environment. (For example, you’ve implemented, deployed and/or maintained/supported Avaya/Cisco/OpenVBX/or similar platforms of significant size in the past). You’ve got strong time management skills, work well in a fast paced environment, and are efficient at getting work done while still following standard processes and procedures.

Although we're headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We're on a journey to becoming a global company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business.

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 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.

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.

  • 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.

  • 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 or Tuesday-Saturday aligned to a fixed schedule of 9am to 6 pm  US Pacific Time is mandatory for this role.

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 located 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

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.

Twilio thinks big. Do you?

We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.

So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now!

If this role isn't what you're looking for, please consider other open positions.

 

About the job

Full-time
Colombia
6 Applicants
Posted 3 months ago
tech support
voip
cisco
cloud
computer science
Enhancv advertisement

30,000+
REMOTE JOBS

Unlock access to our database and
kickstart your remote career
Join Premium

Technical Support Expert 3 - Voice Team

Twilio
The job listing has expired. Unfortunately, the hiring company is no longer accepting new applications.

To see similar active jobs please follow this link: Remote Customer Success jobs

Technical Support Engineer 3 - Voice

at Twilio (View all jobs)

Remote in Colombia

See yourself at Twilio.

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

Who we are & why we’re hiring

Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.

Twilio is looking for a Technical Support Engineer - Voice to join our Americas team supporting our customers’ with their Programmable Voice issues. You will function as the voice of Twilio to our customers and partners and function as a subject matter expert for Twilio’s platform.

We’re looking for someone who is excited by solving tough problems and enjoys helping others work through complex technical issues. You’re a strong communicator to both technical and non-technical audiences via phone or email and you’re able to empathize with frustrated customers from all backgrounds. You enjoy collaborating with colleagues on your team, help them with the day to day challenges, and are able to contribute ideas on how to improve the team’s work.

You should have a firm understanding of the technology stacks common to the Web ecosystem and experience in a telecom environment. (For example, you’ve implemented, deployed and/or maintained/supported Avaya/Cisco/OpenVBX/or similar platforms of significant size in the past). You’ve got strong time management skills, work well in a fast paced environment, and are efficient at getting work done while still following standard processes and procedures.

Although we're headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We're on a journey to becoming a global company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business.

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 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.

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.

  • 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.

  • 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 or Tuesday-Saturday aligned to a fixed schedule of 9am to 6 pm  US Pacific Time is mandatory for this role.

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 located 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

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.

Twilio thinks big. Do you?

We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.

So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now!

If this role isn't what you're looking for, please consider other open positions.

 

Working Nomads

Post Jobs
Premium Subscription
Sponsorship
Free Job Alerts

Job Skills
API
FAQ
Privacy policy
Terms and conditions
Contact us
About us

Jobs by Category

Remote Administration jobs
Remote Consulting jobs
Remote Customer Success jobs
Remote Development jobs
Remote Design jobs
Remote Education jobs
Remote Finance jobs
Remote Legal jobs
Remote Healthcare jobs
Remote Human Resources jobs
Remote Management jobs
Remote Marketing jobs
Remote Sales jobs
Remote System Administration jobs
Remote Writing jobs

Jobs by Position Type

Remote Full-time jobs
Remote Part-time jobs
Remote Contract jobs

Jobs by Region

Remote jobs Anywhere
Remote jobs North America
Remote jobs Latin America
Remote jobs Europe
Remote jobs Middle East
Remote jobs Africa
Remote jobs APAC

Jobs by Skill

Remote Accounting jobs
Remote Assistant jobs
Remote Copywriting jobs
Remote Cyber Security jobs
Remote Data Analyst jobs
Remote Data Entry jobs
Remote English jobs
Remote Spanish jobs
Remote Project Management jobs
Remote QA jobs
Remote SEO jobs

Jobs by Country

Remote jobs Australia
Remote jobs Argentina
Remote jobs Brazil
Remote jobs Canada
Remote jobs Colombia
Remote jobs France
Remote jobs Germany
Remote jobs Ireland
Remote jobs India
Remote jobs Japan
Remote jobs Mexico
Remote jobs Netherlands
Remote jobs New Zealand
Remote jobs Philippines
Remote jobs Poland
Remote jobs Portugal
Remote jobs Singapore
Remote jobs Spain
Remote jobs UK
Remote jobs USA


Working Nomads curates remote digital jobs from around the web.

© 2025 Working Nomads.