Technical Support Engineer 2
New
T
TwilioCloud Communications
Remote - ColombiaFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 2+ years
- Required Skills
- Node.jsSQLJavascriptRESTful APIsTroubleshootingTechnical support
Requirements
- 2+ years of Technical Support Experience or similar relevant experience.
- Full-Stack Javascript Knowledge.
- Ability to troubleshoot server-side (Node.js or C# or Java or python).
- Understanding of Object-Oriented Programming (OOP) concepts.
- Understanding of APIs, HTTP Protocol, and RESTful services.
- Basic Understanding of SQL and Writing Queries.
- Troubleshooting network connectivity issues (TCP/UDP, SSL/TLS).
- Experience troubleshooting SIP, VoIP, and IP telephony issues.
- High competency in communicating complex technical issues.
- Excellent written and verbal communication skills.
Responsibilities
- Address customer issues using technical and diplomatic skills.
- Resolve complex requests via phone, email, chat, and live support.
- Troubleshoot Quality of Service (QoS) issues.
- Report bugs to Engineering via JIRA and Slack.
- Prioritize queue based on status, priority, and entitlement.
- Follow established guidelines on tagging, categorizing, and merging tickets.
- Leverage AI tools and automation to communicate efficiently.
- Document every customer and internal interaction.
- Manage incidents effectively during on-call shifts.
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