Technical Support Engineer 2 @Twilio

Overview

Twilio is seeking a Technical Support Engineer 2 to join the Voice, Platform Application & Segment teams. This remote position in Colombia focuses on supporting customers in their use of the Twilio platform, enhancing their experience with Twilio’s products.

Key Responsibilities

• Address customer issues using technical and diplomatic skills, providing feedback to Twilio’s Product and Engineering teams.
• Collaborate with customers' developers, architects, and support personnel to resolve complex issues.
• Troubleshoot and resolve Quality of Service (QoS) issues.
• Use Slack and JIRA for team collaboration and bug reporting.
• Stay current with industry shifts and standards.
• Assist in process improvements by identifying customer pain points.
• Support customers on holidays as needed.

Requirements

• 2+ years of Technical Support Experience or similar relevant experience.
• Experience with Full-Stack JavaScript for troubleshooting server-side and client-side code (Node.js, C#, Java, or Python experience is a bonus).
• Understanding of Object-Oriented Programming (OOP) concepts.
• Basic SQL skills and understanding of APIs, HTTP Protocol, and RESTful services.
• Skills in troubleshooting network connectivity issues (TCP/UDP, SSL/TLS basics).
• Experience with SIP, VoIP, and IP telephony troubleshooting.
• Strong communication skills for explaining technical issues to various audiences.
• Dedicating to customer experience.

Benefits

Twilio offers competitive pay, generous time off, parental and wellness leave, healthcare, retirement savings programs, and more, with offerings varying by location.

Location

This role is remote, and based in Colombia.

How to Apply

Interested applicants should apply through Twilio's career page.

Deadline

No specific deadline mentioned.