Technical Support Engineer 2

Twilio is hiring a Technical Support Engineer 2 in India.

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 with potentially very costly and far-reaching consequences.

• 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 to assist in process improvement.

• This position will also require supporting our customers on holidays to ensure that our customer’s needs are met

Requirements

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

*Required:

• 2+ years of Technical Support Experience or similar relevant experience

• Full-Stack Javascript Tech Support experience with capabilities to troubleshoot server-side code (bonus would be either of: Node.js, C# or Java or python) and client-side code (JavaScript). React.js is a bonus.

• 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 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.

Desired:

• Serverless (Lambda) experience.

• Expertise with both native and mobile applications is a great bonus

• Having related experience in troubleshooting contact center products

Benefits & perks

Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location. Twilio thinks big. Do you?

We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.

So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions.

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Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.

About Twilio

At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how