Technical Support Engineer 2 New Remote - Colombia

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

At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.

Our dedication to remote-first work , and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.

We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!

Also, while we are a remote-first company, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings.

Join the team as Twilio’s next Technical Support Engineer 2 Colombiaon Twilio’s Voice, Platform Application & Segment teams (VSPA)

This position is needed to support our customers’ use of the Twilio platform, and help customers get the best experience from Twilio’s products. You will function as the voice of Twilio to our customers and partners and operate as a subject matter expert for Twilio’s APIs and SDKs.

This position also includes rostering. Rosters will be of a 5 day work week, and could include one or both weekend days.

Responsibilities

In this role, you’ll:

• 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 Quality of Service (QoS) issues.
• Collaborate with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs 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 to assist in process improvement.
• This position will also require supporting our customers on holidays to ensure that our customer’s needs are met.

Qualifications

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to 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:

• 2+ years of Technical Support Experience or similar relevant experience
• A good understanding of Object-Oriented Programming (OOP) concepts
• Basic understanding of SQL and query-writing skills
• Good understanding of APIs, HTTP Protocol, and RESTful services
• Skills in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS.
• Experience troubleshooting SIP, VoIP, and IP telephony issues.
• High competency in communicating complex technical issues to both technical and non-technical audiences via phone or email mediums.
• Ability to stand in the customer’s shoes and demonstrate dedication to the customer experience.
• Excellent written and verbal communication skills.
• Serverless (Lambda) experience.
• Expertise with both native and mobile applications is a great bonus
• Having related experience in troubleshooting contact center products
• Good knowledge of RESTful technology, previous work with APIs and ability to understand and troubleshoot issues with cloud solutions.

Location

This role will be 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

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.

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.

Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.

International - Self-Identification of Demographic Information

Twilio invites you to self-identify certain personal demographic information to help continue our mission to foster inclusivity in our workplace. Completing this survey is voluntary, but we do hope that you will participate because your responses help us measure the effectiveness of our outreach and recruitment activities. Responding is completely optional and voluntary and will not be used for the purposes of any employment decision. Any information you provide is confidential and is not accessible by recruiters, hiring managers or the interview team at any time. This data is collected, stored and otherwise processed in accordance with legal requirements.

We hope you will join us in our commitment and enthusiasm for making Twilio a place where everyone belongs!