Technical Support Engineer 2

This is a fully remote position, open to applicants in India.

📋 Description

• Utilize your robust technical and interpersonal skills to tackle customer challenges and relay feedback to Twilio’s Product and Engineering teams.

• Collaborate with the developers, architects, and support staff of our customers and partners to resolve intricate issues that could have significant and far-reaching implications.

• Apply your expertise in troubleshooting and addressing Quality of Service (QoS) concerns.

• Work alongside your colleagues and the Twilio Product and Engineering teams through Slack and submit JIRAs to document reproducible bugs.

• Stay updated on industry trends and standards by reviewing internal knowledge resources.

• Support your manager in enhancing processes by identifying customer pain points that contribute to process improvement.

• This role will also involve providing support to our customers during holidays to ensure their needs are met.

⛳️ Requirements

• A minimum of 2 years of Technical Support Experience or comparable relevant experience.

• Full-Stack JavaScript Technical Support experience with the ability to troubleshoot server-side code (bonus experience includes: Node.js, C#, Java, or Python) as well as client-side code (JavaScript). Familiarity with React.js is a plus.

• A solid understanding of Object-Oriented Programming (OOP) principles.

• Basic knowledge of SQL and skills in query writing.

• A good grasp of APIs, HTTP Protocol, and RESTful services.

• Proficiency in troubleshooting network connectivity issues, with knowledge of TCP/UDP and the fundamentals of SSL/TLS.

• Experience in diagnosing SIP, VoIP, and IP telephony issues.

• Strong ability to communicate complex technical matters to both technical and non-technical audiences through phone or email.

• Capacity to empathize with customers and show commitment to enhancing their experience.

• Exceptional written and verbal communication skills.

🏝️ Benefits

• Competitive salary.

• Generous paid time off.

• Comprehensive parental and wellness leave.

• Healthcare coverage.

• A retirement savings plan.

• And much more.