Remote Technical Support Engineer II — APIs & QoS

United States Digital Space LLC; United States; Remote; USD 7,300 - 10,000; Full time

Job summary

Twilio is hiring a Technical Support Engineer 2 to help customers maximize the Twilio platform. This remote-first role supports APAC/EMEA with shift-based hours and requires strong technical and communication skills.

You will work with developers, architects, and support teams, troubleshoot API/SDK usage, resolve QoS issues, and contribute to process improvements. Based in India, you may travel occasionally for in-person gatherings.

Qualifications

• 2+ years of Technical Support Experience or similar relevant experience.
• Full-Stack Javascript Tech Support with capabilities to troubleshoot server-side code (Node.js, C# or Java or Python) and client-side code (JavaScript). React.js is a bonus.
• 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.
• Ability to stand in the customer’s shoes and demonstrate dedication to the customer experience.
• Excellent written and verbal communication skills.

Responsibilities

• Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams.
• Work with customers' and partners' developers, architects, and support personnel to resolve complex problems with potentially 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.

Skills

Technical Support

Full-Stack Javascript

OOP Concepts

SQL & Queries

APIs & REST

Networking basics

SIP/VoIP troubleshooting

Communication skills

Customer-focused

Tools

Node.js

C#

Java

Python

JavaScript

React.js

Slack

JIRA

Job description

Twilio is hiring a Technical Support Engineer 2 to help customers maximize the Twilio platform. This remote-first role supports APAC/EMEA with shift-based hours and requires strong technical and communication skills.

You will work with developers, architects, and support teams, troubleshoot API/SDK usage, resolve QoS issues, and contribute to process improvements. Based in India, you may travel occasionally for in-person gatherings.