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Technical Support Engineer 2

3 weeks, 5 days ago
India
Full-time
Junior
Technical Support Engineer
Customer and Technical Support
AWS C# HTTP Java JavaScript JIRA Node.js 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 55

Description

  • Support customers’ use of the Twilio platform and help them get the best experience from Twilio products.
  • Act as the voice of Twilio to customers and partners.
  • Serve as a subject matter expert for Twilio’s APIs and SDKs.
  • Troubleshoot and resolve complex customer issues, including QoS problems and platform defects.
  • Work with customers’ developers, architects, and support teams to diagnose and resolve technical problems.
  • Collaborate with Product and Engineering teams through Slack and JIRA to report bugs and customer feedback.
  • Review internal knowledge and stay current on industry shifts and standards.
  • Help improve support processes by surfacing customer pain points and suggesting process improvements.
  • Support customers during holidays and occasional in-person meetings when required.

Requirements

  • 2+ years of technical support experience or similar relevant experience.
  • Full-stack JavaScript technical support experience, including troubleshooting server-side code and client-side JavaScript.
  • Experience with Node.js, C#, Java, Python, or React.js is a bonus.
  • Good understanding of object-oriented programming concepts.
  • Basic understanding of SQL and query writing.
  • Strong knowledge of APIs, HTTP, and RESTful services.
  • Experience troubleshooting network connectivity issues, including TCP/UDP and basic SSL/TLS.
  • Experience troubleshooting SIP, VoIP, and IP telephony issues.
  • Ability to communicate complex technical issues clearly to both technical and non-technical audiences.
  • Excellent written and verbal communication skills.
  • Preferred experience with serverless (Lambda), native/mobile apps, contact center products, and cloud solution troubleshooting.
  • Preferred understanding of WebRTC, distributed collaboration across time zones, workflow optimization, and influencing stakeholders.
  • Role is remote and based in India, specifically Karnataka, Maharashtra, Tamil Nadu, Telangana, or Delhi.
  • Ability to work in shifts, including APJ and EMEA support hours.

Benefits

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

Interested in this position?

Apply directly on the company website

Apply Now

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