Remote Technical Support Engineer II: VoIP & API Expert

Twilio Inc.; Colombia; A distancia; COP 280.260.000 - 373.680.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive pay

Generous time off

Healthcare

Retirement savings program

Descripción de la vacante

Twilio is hiring a Technical Support Engineer 2 for Colombia to help customers maximize Twilio’s Voice, Platform Application & Segment stack. You’ll act as the voice of Twilio to customers and partners, serving as a subject-matter expert for Twilio APIs/SDKs and supporting complex problems with a customer-centric approach.

The role is remote-first and requires roster coverage including possible weekend days; travel may be needed for team gatherings.

Formación

• 2+ years of Technical Support Experience or similar relevant experience.
• Good understanding of APIs, HTTP Protocol, and RESTful services.
• Excellent written and verbal communication skills.
• Experience troubleshooting QoS issues.

Responsabilidades

• Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams.
• Work with our customers' and partners' developers, architects, and support personnel to resolve complex problems with potentially very costly and far-reaching consequences.
• Leverage your experience with troubleshooting and resolving QoS issues.
• Collaborate with teammates and the Product/Engineering teams via Slack and Jira to report reproducible bugs.
• Review internal knowledge to stay current on industry shifts and standards.
• Assist your manager in process improvements by surfacing customer pain points.
• This position will require supporting customers on holidays to ensure customer needs are met.

Conocimientos

Technical Support

OOP

SQL basics

RESTful APIs

Networking basics (TCP/UDP)

SIP/VoIP/IP Telephony

Communication skills

Serverless (Lambda)

Twilio APIs/SDKs

Contact center products

Herramientas

Jira

Descripción del empleo

Twilio is hiring a Technical Support Engineer 2 for Colombia to help customers maximize Twilio’s Voice, Platform Application & Segment stack. You’ll act as the voice of Twilio to customers and partners, serving as a subject-matter expert for Twilio APIs/SDKs and supporting complex problems with a customer-centric approach.

The role is remote-first and requires roster coverage including possible weekend days; travel may be needed for team gatherings.