Technical Support Engineer 2 @Twilio

Overview

Twilio is a remote-first company that shapes the future of communications, empowering developers worldwide. The Technical Support Engineer 2 will support customers' use of Twilio's platform, functioning as a subject matter expert for the company's APIs and SDKs.

Key Responsibilities

• Address customer issues and provide feedback to Twilio’s Product and Engineering teams.
• Collaborate with customers' and partners' developers to resolve complex problems.
• Troubleshoot and resolve Quality of Service (QoS) issues.
• Engage with teammates and file JIRAs to report bugs.
• Stay updated on industry shifts and standards.
• Support customers on holidays as needed.
• Assist in process improvements by surfacing customer pain points.

Requirements

• 2+ years of Technical Support Experience or similar.
• Full-Stack Javascript Tech Support experience; troubleshooting capabilities in server-side code (Node.js, C#, Java or Python) and client-side code (JavaScript).
• Good understanding of Object-Oriented Programming (OOP) concepts.
• Basic knowledge of SQL and query-writing skills.
• Understanding of APIs, HTTP Protocol, and RESTful services.
• Troubleshooting skills for network connectivity issues; understanding of TCP/UDP and SSL/TLS basics.
• Experience with SIP, VoIP, and IP telephony issues.
• Excellent communication skills to convey complex issues to varied audiences.

Benefits

Working at Twilio offers competitive pay, generous time off, wellness leave, healthcare, a retirement savings program, and more.

Location

This role is remote and based in Colombia.

How to Apply

Interested candidates are encouraged to apply for this position.