Technical Support Expert 3

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Requirements:

• 4+ years of experience in a client-facing, technical role.
• 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 advise on improvements for the Voice product.
• Experience with troubleshooting and resolving QoS (Quality of Service) issues, including escalations to third parties, TCP/UDP, and basics of SSL/TLS.
• Strong knowledge of RESTful API’s with the ability to understand and troubleshoot issues with cloud solutions.
• Third level qualification in Computer Science, Network Engineering, or a related discipline, or relevant experience related to this position.

Responsibilities:

• Work on Programmable Voice and Elastic SIP Trunking submitted by both individual developers and major brands via multiple communications channels (email, phone, chat).
• Assist customers with troubleshooting voice connectivity, audio quality, application-level and networking issues.
• Speak with customers in order to guide them through the development of their voice application.
• Collaborate with your teammates and the Twilio Product and Engineering teams via Slack, Jira and Zoom.
• Report reproducible Voice bugs and review our internal knowledge base to stay up to speed with industry shifts and standards.
• Work with your manager to surface customer problems and assist in process betterments.