Technical Support Engineer – Level 2

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

📋 Description

• Assist customers in utilizing the Twilio platform to ensure they have an optimal experience with Twilio products.

• Act as the representative of Twilio to customers and partners, serving as a subject matter expert on Twilio APIs and SDKs.

• Resolve customer issues and relay feedback to the Product and Engineering teams.

• Collaborate with the developers, architects, and support personnel of customers and partners to address intricate problems.

• Diagnose and resolve Quality of Service (QoS) challenges.

• Work alongside teammates and Product and Engineering teams through Slack.

• Submit JIRA tickets to report reproducible bugs.

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

• Assist the manager in enhancing processes by identifying customer pain points.

• Provide customer support during holidays to ensure their needs are fulfilled.

⛳️ Requirements

• Over 2 years of experience in Technical Support or a related field.

• Experience in Full-Stack JavaScript Tech Support, with the ability to troubleshoot server-side code; additional experience with Node.js, C#, Java, or Python, as well as client-side JavaScript and React.js is advantageous.

• Strong grasp of Object-Oriented Programming (OOP) principles.

• Basic knowledge of SQL and skills in writing queries.

• Solid understanding of APIs, the HTTP Protocol, and RESTful services.

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

• Experience in troubleshooting SIP, VoIP, and IP telephony problems.

• High proficiency in communicating complex technical issues to both technical and non-technical audiences via phone or email.

• Commitment to enhancing the customer experience.

• Exceptional written and verbal communication abilities.

• Availability for a 5-day work week, potentially including one or both weekend days and holidays.

🏝️ Benefits

• Competitive salary.

• Generous vacation time.

• Comprehensive parental and wellness leave.

• Healthcare benefits.

• Retirement savings plan.

• Remote-first work environment.

• Occasional travel for project or team in-person meetings.

• Support for employee volunteering and donations.