Technical Support Engineer 2

Twilio

Contract type

Ongoing

Work mode

100% remote

Experience

Mid-level · 2+ years

Job description

Use strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio's Product and Engineering teams
Work with customers' and partners' developers, architects, and support personnel to resolve complex problems with potentially costly and far-reaching consequences
Leverage experience with troubleshooting and resolving Quality of Service (QoS) issues
Collaborate with teammates and the Twilio Product and Engineering teams via Slack and file JIRAs to report reproducible bugs
Review internal knowledge to stay current on industry shifts and standards
Assist the manager in process improvements by surfacing customer pain points
Support customers on holidays to ensure their needs are met
Company mission
At Twilio, we're shaping the future of communications, delivering innovative solutions to hundreds of thousands of businesses and empowering millions of developers worldwide to craft personalized customer experiences

Core technologies

ReactPython (Programming Language)SQLNode.js

2+ years of Technical Support Experience or similar relevant experience
Full-Stack Javascript Tech Support experience with capabilities to troubleshoot server-side code (bonus: Node.js, C# or Java or Python) and client-side code (JavaScript); React.js is a bonus
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
Rostering of a 5 day work week, could include one or both weekend days
JavaScript, Node.js, React, Python, SQL
Technical Support
Node.js
React
Python (Programming Language)
SQL