Technical Support Engineer 3

Who we are

At Twilio were 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 youre part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts were 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 3 on Twilios 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.

Twilio operates a 24x7 support model so the ability to work weekends and holidays (as needed) may be required.

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 hasnt followed a traditional path dont let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

Required

• 4 to 7 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 APIs 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 6:30am 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 position would be located remotely in India (Karnataka Maharashtra Tamil Nadu Telangana & Delhi)

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. Thats 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 youre ready to unleash your full potential do your best work and be the best version of yourself apply now! If this role isnt what youre 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.