Technical Support Engineer 2

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 th...

We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!

In this role, you’ll:
Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams. 
Work with our customers' and partners' developers, architects, and support personnel to resolve complex problems with potentially very costly and far-reaching consequences.
Leverage your experience with troubleshooting and resolving Quality of Service (QoS) issues.
Collaborate with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs. 
Review internal knowledge to stay current on industry shifts and standards. 
Assist your manager in process improvements by surfacing customer pain points to assist in process improvement.  
This position will also require supporting our customers on holidays to ensure that our customer’s needs are met.

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!
2+ years of Technical Support Experience or similar relevant experience
Full-Stack Javascript Tech Support experience with capabilities to troubleshoot server-side code (bonus would be either of: Node.js, C# or Java or python) and client-side code (JavaScript). React.js is a bonus.
A good understanding of Object-Oriented Programming (OOP) concepts
Basic understanding of SQL and query-writing skills 
Good understanding of APIs, HTTP Protocol, and RESTful services
Skills in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS. 
Experience troubleshooting SIP, VoIP, and IP telephony issues.
High competency in communicating complex technical issues to both technical and non-technical audiences via phone or email mediums. 
Ability to stand in the customer’s shoes and demonstrate dedication to the customer experience.
Excellent written and verbal communication skills.
Serverless (Lambda) experience.
Expertise with both native and mobile applications is a great bonus
Having related experience in troubleshooting contact center products
Good knowledge of RESTful technology, previous work with APIs and ability to understand and troubleshoot issues with cloud solutions.