Technical Support Engineer 2

Role Overview

Join the team as Twilio’s next Technical Support Engineer 2. This position is needed to support our customers’ use of the Twilio platform, and help customers get the best experience from Twilio’s products. You will function as the voice of Twilio to our customers and partners, and operate as a subject matter expert for Twilio’s APIs and SDKs. This role reports to a Manager, Technical Support, and requires working in shifts to support APJ & EMEA customers.

Responsibilities

• Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams.
• Work with our customers' and partners' developers, architects, and support personnel to resolve complex problems.
• Leverage your experience with troubleshooting and resolving Quality of Service (QoS) issues.
• Collaborate with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs.
• Review internal knowledge to stay current on industry shifts and standards.
• Assist your manager in process improvements by surfacing customer pain points.
• Support our customers on holidays to ensure that our customer’s needs are met.

Requirements

• 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 Object-Oriented Programming (OOP) concepts.
• Basic understanding of SQL and query-writing skills.
• Good understanding of APIs, HTTP Protocol, and RESTful services.
• Skills in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS.
• Experience troubleshooting SIP, VoIP, and IP telephony issues.
• High competency in communicating complex technical issues to both technical and non-technical audiences.

Skills

• JavaScript
• Node.js
• SQL
• RESTful APIs
• TCP/UDP

Nice to Have

• React.js experience.
• Serverless (Lambda) experience.
• Expertise with both native and mobile applications.