Technical Support Expert

Twilio; United States; On-site; USD 60,000 - 100,000; Full time

Job summary

Join a forward-thinking company as a Technical Support Engineer, where you'll empower customers by resolving their technical challenges. This role involves working with innovative voice technologies and collaborating with diverse teams. You'll be at the forefront of customer support, troubleshooting VoIP issues, and enhancing user experiences. With a commitment to remote-first work, this opportunity allows you to thrive in a flexible environment while contributing to impactful solutions. If you're ready to unleash your potential and make a difference in the world of communications, this is the role for you.

Benefits

Competitive pay

Generous time-off

Healthcare

Retirement savings program

Parental leave

Wellness leave

Volunteering support

Qualifications

• 2+ years in a client-facing technical role with VoIP experience.
• Strong knowledge of SIP and IP Telephony protocols.
• Ability to troubleshoot network and application issues.

Responsibilities

• Assist customers with voice connectivity and application issues.
• Collaborate with teams via Slack, Jira, and Zoom.
• Report bugs and improve customer support processes.

Skills

VoIP/SIP/IP-PBXes

REST APIs

Troubleshooting

Network Connectivity

Customer Service

Quality of Service (QoS)

Education

Third level qualification in Computer Science

Network Engineering

Tools

Wireshark

JIRA

Zendesk

Job description

Who we are

At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions tohundreds of thousands of businessesand 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.

See yourself at Twilio.

Join the team as our next Technical Support Engineer 2 on Twilio’s Programmable Voice Support Team.

About the job

Twilio is looking for new Technical Support Engineers to join our APAC Voice Support team. We are seeking candidates with a consistent record of providing outstanding technical support, who have experience with VOIP/SIP/IP-PBXes, REST APIs, and the development of web and mobile applications.

Responsibilities

In this role, you will:

• Work on Programmable Voice and Elastic SIP Trunking submitted by both individual developers and major brands via multiple communications channels (email, phone, chat).
• Assist customers with troubleshooting voice connectivity, audio quality, application-level and networking issues.
• Speak with customers in order to guide them through the development of their voice application.
• Collaborate with your teammates and the Twilio Product and Engineering teams via Slack, Jira and Zoom.
• Report reproducible Voice bugs and review our internal knowledge base to stay up to speed with industry shifts and standards.
• Work with your manager to surface customer problems and assist in process betterments.

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 experience in a client-facing, technical role.
• Past telecom experience, including knowledge of SIP and IP Telephony protocols, and experience using packet capture tools (e.g. Wireshark).
• 1+ years of experience troubleshooting VoIP and SIP issues, and configuring PBX.
• Ability to address customer concerns and provide feedback in a friendly, diplomatic and empathetic way; you treat customer problems like your own.
• Ability to advise on improvements for the Voice product.
• Ability to make sound decisions quickly and efficiently.
• Experience with troubleshooting and resolving QoS (Quality of Service) issues, including escalations to third parties.
• Strong knowledge of RESTful API’s with the ability to understand and troubleshoot issues with cloud solutions.
• Skilled in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS. Bonus: an understanding of WebRTC.
• Third level qualification in Computer Science, Network Engineering, or a related discipline, or relevant experience related to this position.

• You will help customers solve their technical challenges through tickets, phone calls, and chat conversations
• You will interact, collaborate and network with other departments in Twilio in your search for solutions that our customers need.
• Twilio provides 24/7 support, requiring availability to work on weekends and holidays from 6:30 AM to 3:30 PM India Standard Time.

Desired

• Excellent written and verbal communication skills.
• Previous experience or knowledge of Twilio products.
• Previous experience with IP-PBX configuration.
• Previous experience with JIRA, Zendesk, or similar ticketing systems.

Location

This role will be located remote, and based in India.

What we offer

There are many benefits to working at Twilio, including things like 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.

So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions.

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.

Twilio is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at [e-mail].