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Technical Support Engineer 2

2 hours, 5 minutes ago
India
Full-time
Junior
Technical Support Engineer
Customer and Technical Support
C# HTTP Java JavaScript JIRA Node.js Python React 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 156

Description

  • Support customers’ use of the Twilio platform and help them get the best experience from Twilio’s products.
  • Act as the voice of Twilio to customers and partners while serving as a subject matter expert on Twilio APIs and SDKs.
  • Resolve complex technical issues with customers’ and partners’ developers, architects, and support teams.
  • Troubleshoot and resolve Quality of Service (QoS) issues.
  • Collaborate with Product and Engineering teams through Slack and by filing JIRAs for reproducible bugs.
  • Review internal knowledge to stay current on industry shifts and standards.
  • Surface customer pain points and support process improvement efforts with the manager.
  • Provide support on holidays when needed to ensure customer needs are met.

Requirements

  • 2+ years of technical support experience or similar relevant experience.
  • Full-stack JavaScript technical support experience, including troubleshooting server-side code such as Node.js, C#, Java, or Python, and client-side JavaScript; React.js is a plus.
  • Strong understanding of object-oriented programming (OOP) concepts.
  • Basic understanding of SQL and query-writing skills.
  • Good understanding of APIs, HTTP protocol, and RESTful services.
  • Experience troubleshooting network connectivity issues, including TCP/UDP and the 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 by phone or email.
  • Ability to empathize with customers and demonstrate strong customer experience orientation.
  • Excellent written and verbal communication skills.
  • Understanding of WebRTC is a plus.
  • Experience working collaboratively across geographic locations and time zones.
  • Advanced time management skills and the ability to work well under pressure.
  • Ability to develop workflows that improve troubleshooting efficiency while following standard processes and procedures.
  • Ability to influence and build effective working relationships across all levels of the organization.

Benefits

  • Remote-first role based in India (Karnataka, Tamil Nadu, Telangana, Maharashtra, or Delhi).
  • Competitive pay.
  • Generous time off.
  • Parental leave and wellness leave.
  • Healthcare coverage.
  • Retirement savings program.
  • Occasional travel opportunities for project or team in-person meetings.
  • 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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