Technical Support Engineer 2

2+ years of Technical Support Experience or similar relevant experience Full-Stack Javascript Tech Support experience with capabilities to troubleshoot server-side code (Node.js, C#, Java or python) and client-side code (JavaScript) A good understanding of OOP concepts Skills in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS. High competency in communicating complex technical issues to both technical and non-technical audiences via phone or email mediums. Ability to stand in the customer’s shoes and demonstrate dedication to the customer experience. Excellent written and verbal communication skills.

Address customer issues and provide feedback to Product and Engineering teams. Resolve complex problems for customers' and partners' developers, architects, and support personnel. Troubleshoot and resolve Quality of Service (QoS) issues. Collaborate with teammates and Twilio Product and Engineering teams via Slack. File JIRAs to report reproducible bugs. Review internal knowledge to stay current on industry shifts and standards. Assist manager in process improvements by surfacing customer pain points. Support customers on holidays.