Technical Support Engineer 2

Twilio
Colombia
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Skills: ["Communication","Problem-solving","Customer focus","Troubleshooting","Collaboration"]

Support customers using the Twilio platform across Voice, Platform Application & Segment teams by troubleshooting complex issues, including QoS and potentially costly problems. Work directly with customers’ developers and support teams to resolve incidents and report reproducible bugs to Product and Engineering via Slack and JIRA. Stay current on internal knowledge, help surface customer pain points for process improvements, and provide holiday customer support as needed.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Twilio
Twilio
4 days ago

Technical Support Engineer 2

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 11 hours agoStatus: Live
Reposted: similar role first listed 3 months ago

Job Summary

Support customers using the Twilio platform across Voice, Platform Application & Segment teams by troubleshooting complex issues, including QoS and potentially costly problems. Work directly with customers’ developers and support teams to resolve incidents and report reproducible bugs to Product and Engineering via Slack and JIRA. Stay current on internal knowledge, help surface customer pain points for process improvements, and provide holiday customer support as needed.
Location: Colombia
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Address customer issues and provide customer feedback to Product and Engineering teams using strong technical and diplomatic skills.
  • •Collaborate with customers’ and partners’ developers, architects, and support personnel to resolve complex problems.
  • •Troubleshoot and resolve Quality of Service (QoS) issues.
  • •Collaborate with teammates and Twilio Product and Engineering via Slack and file JIRAs to report reproducible bugs.
  • •Support customers on holidays and assist your manager with process improvements by surfacing customer pain points.
Travel: Low travel

Pay and Benefits

Perks:Health InsuranceRetirement SavingsParental LeaveWellness StipendTime Off

Key Requirements

  • •2+ years of technical support experience or similar relevant experience.
  • •Full-stack JavaScript technical support with the ability to troubleshoot server-side and client-side code (bonus: Node.js, C#, Java, or Python; React.js 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, including TCP/UDP and SSL/TLS basics.
Skills:CommunicationProblem-solvingCustomer focusTroubleshootingCollaboration
Tech Stack:JavaScriptNode.jsC#JavaPythonReact.jsSQLAPIsHTTPRESTTCPUDPSSL/TLSSIPVoIPIP telephonyJIRASlackServerlessLambda

Company Brief

Twilio
Provides cloud communications platforms and APIs enabling developers to add voice, messaging, video, and authentication features to applications. Serves enterprises and developers with programmable communications, engagement, and customer interaction tools.
Industry: API Platforms
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 2008
Glassdoor
Glassdoor: 4.0
WebsiteLinkedIn