Technical Support Expert 2 - Programmable Voice Support Team. - Remote Eligible

Technical Support Expert 2 - Programmable Voice Support Team

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.

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

This position is needed to support our customers with their Programmable Voice issues. You will function as the voice of Twilio to our customers and partners and function as a subject matter expert for Twilio's platform.

We're looking for someone who is excited by solving tough problems and enjoys helping others work through complex technical issues. You're a strong communicator to both technical and non-technical audiences via phone or email, and you're able to empathize with customers from all backgrounds.

In this role, you'll:

• 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.

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.
• Experience with troubleshooting and resolving QoS (Quality of Service) issues, including escalations to third parties.
• 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.
• 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 operates a 24/7 support model. Ability to work weekend and holiday hours, Sunday -Thursday 9am-6pm Pacific Time / Tuesday to Saturday 9am-6pm Pacific 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.

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

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.

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.