Technical Support Expert 3 - Voice

See yourself at Twilio

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

Who we are & why we’re hiring

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're on a journey to becoming a globally antiracist company that supports 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.

About the job

This position is needed to join our Voice Support team. We’ll count on you to interact in a friendly and professional way. You will work with our customers’ and partners’ developers, architects and support personnel to resolve complex problems with potentially very costly and far-reaching consequences. We are looking for someone who has expertise with VOIP/SIP/IP-PBXes, REST APIs, and the development of web and mobile applications. 

Responsibilities

In this role, you’ll:

• 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.

• Examine PCAPs, HTTP requests/responses, and application code.

• 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.

• Interact, collaborate and network with other departments in Twilio in your search for solutions that our customers need.

• Play a pivotal role in urgent customer communications as a frontline member of our on-call team.

Qualifications 

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:

• 3 years experience in Technical Support roles

• A demonstrated history of customer focus and empathy, including the ability to diplomatically address customer concerns and provide feedback.

• Experience troubleshooting applications including the ability to experiment with software and telecommunications systems, reproduce customer reported behaviors and communicate these to engineers and vendors.

• The time management skills to handle a large volume of tickets while maintaining high Customer Satisfaction and meeting SLA targets. Able to work standard USA working hours and a shift schedule that includes a weekend day.c

• Familiarity with SIP and IP Telephony protocols and the use of packet capture tools (e.g. Wireshark) to identify irregularities.

• 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.

• Experience working collaboratively with team members in different geographic locations and time zones. 

Location 

This role will be remote in Colombia.

What We Offer

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.

Twilio thinks big. Do you?

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.