[Hiring] Technical Support Engineer 3 @Twilio

Role Description

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

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.

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

• 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 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 6:30am am to 3:30 pm India standard time.

Requirements

• 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).

Benefits

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.