Technical Support Engineer 2

Job Description

Who we areAt Twilio, were 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, youre part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, were acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. See yourself at Twilio.Join the team as our next Technical Support Engineer 2 (Voice, EMEA)About the jobTwilio is looking for new Technical Support Engineers to join our EMEA Voice Support team. We are seeking candidates with a consistent record of providing outstanding technical support, who have expertise with VOIP/SIP/IP-PBXes, REST APIs, and the development of web and mobile applications.ResponsibilitiesIn this role, you will:

• Have 2 years of experience in a client-facing, technical role.
• Have past telecom experience, including knowledge of SIP and IP Telephony protocols, and experience using packet capture tools (e.g. Wireshark).
• Have 1 years of experience troubleshooting VoIP and SIP issues, and configuring PBX.
• Address customer concerns and provide feedback in a friendly, diplomatic and empathetic way; you treat customer problems like your own.
• Help, train and mentor team members, and advise on improvements for the Voice product.
• Make sound decisions quickly and efficiently.
• Troubleshoot and resolve QoS (Quality of Service) issues, including escalations to third parties.
• Have a strong knowledge of RESTful APIs with the ability to understand and troubleshoot issues with cloud solutions.
• Be skilled in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS. Bonus: an understanding of WebRTC.
• Hold a third level qualification in Computer Science, Network Engineering, or a related discipline, or relevant experience related to this position.
• Bonus: possess strong written and verbal communication skills in multiple languages (German, French, Spanish, Italian...).

Required

• You will help customers solve their technical challenges through tickets, phone calls, and chat conversations.
• You will interact, collaborate and network with other departments in Twilio in your search for solutions that our customers need.
• You will work cross-functionally with Engineering, Product Management, and Sales. Sometimes you will work with similar cross-functional teams from partner organizations.
• Twilio operates a 24/7 support model. You will always work the morning shift, but the ability to occasionally work weekends and holidays (as needed) is required. When working a weekend shift, you still get 2 days off per week.

LocationThis role will be based remotely in India (Karnataka, Tamil Nadu, Telangana, Maharashtra, Delhi).What we offerThere are many benefits to working at Twilio, including things like competitive pay, 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. Thats 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 youre ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isnt what youre looking for, please consider other open positions.Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.Twilio is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at accommodations@twilio.com.

Keyskills :
technical support expertise voip/sip knowledge rest api understanding troubleshooting network issues customer service skillsudp network engineering webrtc telecom