Technical Support Engineer 2
T
TwilioCommunications software
This role will be remote, and based in Colombia.Full-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 2+ years of Technical Support Experience or similar relevant experience
- Required Skills
- SQLJavascriptRESTful APIs
Requirements
- Have 2+ years of Technical Support Experience or similar relevant experience.
- Bring full-stack JavaScript technical support experience, including troubleshooting server-side and client-side code.
- Have a good understanding of Object-Oriented Programming (OOP) concepts.
- Have a basic understanding of SQL and query-writing skills.
- Understand APIs, HTTP Protocol, and RESTful services.
- Troubleshoot network connectivity issues and understand TCP/UDP and the basics of SSL/TLS.
- Have experience troubleshooting SIP, VoIP, and IP telephony issues.
- Communicate complex technical issues to technical and non-technical audiences by phone or email.
- Work a five-day roster that could include one or both weekend days and support customers on holidays.
Responsibilities
- Address customer issues and provide customer feedback to Twilio’s Product and Engineering teams.
- Work with customers’ and partners’ developers, architects, and support personnel to resolve complex problems.
- Troubleshoot and resolve Quality of Service (QoS) issues.
- Collaborate with teammates and Product and Engineering through Slack.
- File JIRAs to report reproducible bugs.
- Review internal knowledge to stay current on industry shifts and standards.
- Surface customer pain points to help the manager improve processes.
- Support customers on holidays to ensure their needs are met.
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