Technical Support Engineer 3

Remote - IndiaFull-TimeStaff

Salary not disclosed

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Job Details

Languages: Fluency in English (verbal, comprehension, listening, and writing)
Experience: 5-7 years of experience
Required Skills: Node.jsPythonJavaJavascriptWebRTCProblem SolvingRESTful APIsCritical thinkingTroubleshootingDebuggingPostman

5-7 years of experience
Proven experience in a Technical Support Engineer, Application Support, or Support Engineer role, supporting complex software products or platforms
Strong programming/scripting troubleshooting skills in at least one of: JavaScript (preferably with Node.js) / Python / Java
API or enterprise software experience, including technical troubleshooting skills
Hands‑on experience with web technologies and APIs, including: REST APIs/ HTTP protocol concepts/ API testing tools such as Postman or curl / Webhooks
Solid understanding of networking and real-time communication, including: VoIP / SIP / WebRTC / TCP/UDP networking fundamentals / TLS/SSL
Strong debugging and troubleshooting skills across: Application logs and API calls, Network traces (packet captures, basic analysis), Browser developer tools (for web-based products)
Fluency in English (verbal, comprehension, listening, and writing)
Availability to work non-standard (shifts / weekend rotation), on-call rotation weekend and holiday hours
Ability to diplomatically address customer concerns and provide feedback
Bachelor's Degree or equivalent certifications and work experience
Escalation Management: Knowing when to escalate and ability to de-escalate difficult/complex customer situations in a live environment
Basic case management experience/skills
Strong problem-solving skills and critical thinking

Understands and resolves complex customer requests via phone/email/chat/side channel/live support or any other support/communication channel.
Identify adoption and upsell opportunities for customers and make the appropriate connections.
Develops knowledge on multiple specialty areas.
Communicate complex concepts to customers.
Identifies and responds to customer escalations.
Prioritize the queue based on status, priority, entitlement.
Follow established guidelines on tagging, categorizing, merging tickets.
Leverage Twilio's AI tools and other automations (macros and related tools) to assist and efficiently communicate with customers.
Mentor or provide training to other team members in case management best practices.
Thoroughly document every customer interaction (email, phone, chat, side-channel communications).
Manage incidents effectively during on-call shifts.
Active participant in process improvement initiatives

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