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Technical Support Engineer 2

1 week, 3 days ago
Colombia
Full-time
Junior
Technical Support Engineer
Customer and Technical Support
AWS C# HTTP Java JavaScript JIRA Node.js Postman Python React Serverless SQL TCP/IP Twilio WebRTC
Apply Now
Twilio

Twilio

Twilio is a cloud communication company that offers Communication APIs for SMS, Voice, Video, and Authentication, empowering developers to embed communication capabilities into their software applications globally.

Diversified Telecommunication Services
5K-10K
Founded 2008
View All Jobs 123

Description

  • Resolve complex customer requests across phone, email, chat, side-channel, and live support channels.
  • Serve as the voice of Twilio to customers and partners while acting as a subject matter expert for APIs and SDKs.
  • Troubleshoot and resolve Quality of Service issues and other technical support problems.
  • Collaborate with Product and Engineering teams to share customer feedback and file reproducible bug reports in JIRA.
  • Prioritize and manage the support queue to meet SLA and entitlement requirements.
  • Tag, categorize, and merge tickets using established guidelines, runbooks, macros, and internal tools.
  • Escalate complex issues to senior technical resources when needed to drive resolution.
  • Document all customer and internal interactions thoroughly and independently.
  • Use Twilio AI tools and automations to communicate efficiently and improve support workflows.
  • Manage incidents during on-call shifts and triage escalations as required.

Requirements

  • 2+ years of technical support experience or similar relevant experience.
  • Full-stack JavaScript knowledge with the ability to troubleshoot server-side code in Node.js, C#, Java, or Python and client-side code.
  • Strong understanding of object-oriented programming concepts.
  • Good understanding of APIs, HTTP protocol, and RESTful services.
  • Basic understanding of SQL and writing queries.
  • Experience troubleshooting network connectivity issues, including TCP/UDP and basics of SSL/TLS.
  • Experience troubleshooting SIP, VoIP, and IP telephony issues.
  • Strong ability to communicate complex technical issues to technical and non-technical audiences by phone or email.
  • Ability to empathize with customers and demonstrate commitment to customer experience.
  • Excellent written and verbal communication skills.
  • Preferred: experience with serverless/Lambda, React.js, native or mobile application support, Postman, or cURL.
  • Preferred: understanding of WebRTC, contact center products, and PBX systems.
  • Preferred: experience with Twilio APIs, SDKs, or similar cloud communications platforms.
  • Preferred: experience collaborating across different geographic locations and time zones.
  • Preferred: ability to influence others and build effective working relationships across the organization.
  • Preferred: strong time management, comfort working under pressure, and ability to develop efficient troubleshooting workflows.
  • Remote role based in Colombia.
  • Approximately 5% travel is required.

Benefits

  • Competitive pay.
  • Generous time off.
  • Parental leave and wellness leave.
  • Healthcare benefits.
  • Retirement savings program.
  • Remote-first work environment.
  • Volunteer and donation support through Twilio’s community impact programs.

Interested in this position?

Apply directly on the company website

Apply Now

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