Technical Support Expert 3

Join the team as our next Technical Support Expert 3 - Voice 

Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.

Although we're headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We're on a journey to becoming a globally anti-racist, anti-oppressive, anti-bias company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business. We employ thousands of Twilions worldwide, and we're looking for more builders, creators, and visionaries to help fuel our growth momentum.

We’re looking for someone who is excited by solving tough problems and enjoys helping others work through complex technical issues. You’re a strong communicator to both technical and non-technical audiences via phone or email and you’re able to empathize with frustrated customers from all backgrounds. You enjoy collaborating with colleagues on your team, help them with the day to day challenges, and are able to contribute ideas on how to improve the team’s work.

You should have a firm understanding of the technology stacks common to the Web ecosystem and experience in a telecom environment. You’ve got strong time management skills, and are efficient at getting work done in a dynamic work environment while still following standard processes and procedures. 

Twilio operates a 24x7 support model, so the ability to work weekends and holidays (as needed) may be required. When working a weekend shift, you still get 2 days off per week.

As a Technical Support Expert on our Voice Team, you will:

• Be the voice of Twilio and help customers with issues related to their calls, voice applications, and SIP trunks, as well as carrier and VOIP connections. Surface customer feedback to our Product Management and Engineering teams to identify and drive improvements in our voice products.
• You will help customers solve their technical challenges through tickets, phone calls, and chat conversations

• Explore historical and real-time data to aid in diagnosing issues.
• Help us understand customer trends, documenting and reporting what you observe in order to improve our support process.

• You will work cross functionally with Engineering, Product Management and Sales. Sometimes you will work with similar cross-functional teams from partner organizations.
• Play a pivotal role in urgent customer communications as a frontline member of our on-call team.

Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also 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!

Required:

• 4+ years experience in a client-facing technical role.
• Strong Written and verbal communication skills
• Past 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 help, train and mentor team-members, and advise on improvements for the Voice product. 
• 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.
• A demonstrated history of creating non-trivial applications in Java, .Net, Ruby, Python, PHP, Javascript or another modern, general purpose programming language, including integrations with REST APIs.
• The time management skills to handle a large volume of tickets while maintaining high Customer Satisfaction and meeting SLA targets.
• Experience working collaboratively with team members in different geographic locations and time zones. 
• A Bachelor’s degree or equivalent qualification in Computer Science, Network Engineering, or a related discipline, or relevant experience related to this position.

Location 

This role will be located in Colombia.

There are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.

So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now!

If this role isn't what you're looking for, please consider other open positions.