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Technical Support Expert 3
@Twilio
[Hiring] Technical Support Expert 3 @Twilio
Apr 15, 2025 - Twilio is hiring a remote Technical Support Expert 3. 💸 Salary: unspecified. 📍Location: Colombia.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
Join the team as Twilio’s next Technical Support Expert 3 - Voice. 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.
Qualifications
- 4+ years of experience in a client-facing, technical role.
- 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.
- Experience with troubleshooting and resolving QoS (Quality of Service) issues, including escalations to third parties, TCP/UDP, and basics of SSL/TLS.
- Strong knowledge of RESTful APIs with the ability to understand and troubleshoot issues with cloud solutions.
- Third level qualification in Computer Science, Network Engineering, or a related discipline, or relevant experience related to this position.
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 role will be remote, and based in Colombia.
Benefits
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
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| 📍 | Be aware of the location restriction for this remote position: Colombia |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
💸
unspecified
|
Remote
Location
Colombia
|
|
Job Type
unspecified
|
Posted
Apr 15, 2025
|
️
| 📍 | Be aware of the location restriction for this remote position: Colombia |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
