Technical Support Expert 3 - Voice Team

Technical Support Engineer 3 - Voice

at Twilio (View all jobs)

Remote in Colombia

See yourself at Twilio.

Join the team as our next Technical Support Engineer 3 on Twilio’s Programmable Voice Support Team.

Who we are & why we’re hiring

Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.

Twilio is looking for a Technical Support Engineer - Voice to join our Americas team supporting 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.

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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 frustrated customers from all backgrounds. You enjoy collaborating with colleagues on your team, help them with the day to day challenges, and are able to contribute ideas on how to improve the team’s work.

You should have a firm understanding of the technology stacks common to the Web ecosystem and experience in a telecom environment. (For example, you’ve implemented, deployed and/or maintained/supported Avaya/Cisco/OpenVBX/or similar platforms of significant size in the past). You’ve got strong time management skills, work well in a fast paced environment, and are efficient at getting work done while still following standard processes and procedures.

Although we're headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We're on a journey to becoming a global company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business.

About the job

Twilio is looking for new Technical Support Engineers to join our Americas 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 

Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also 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

• 4+ 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).


• 2+ years of experience troubleshooting VoIP and SIP issues, and configuring PBX.


• A demonstrated history of customer focus and empathy, including the ability to diplomatically address customer concerns and provide feedback.


• 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 operates a 24/7 support model. Ability to work weekend and holiday hours, Sunday -Thursday or Tuesday-Saturday aligned to a fixed schedule of 9am to 6 pm  US Pacific Time is mandatory for this role.

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 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

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.