Technical Support Engineer 2
Core
Support customers' use of the Twilio Voice, Platform Application & Segment (VSPA) platform, acting as the voice of Twilio and subject matter expert for APIs and SDKs.
Role type
Mid-level Technical Support Engineer (Voice/Telephony)
Builds
Customer experience and resolution for Twilio's communication products
Domain
Telecommunications / Cloud Communications / VoIP
Deliverable
client delivery
Required skills
Full-Stack JavaScript, Object-Oriented Programming (OOP), SQL, APIs/HTTP/REST, Network troubleshooting (TCP/UDP/SSL), SIP/VoIP/IP telephony
Preferred skills
Node.js, C#, Java, Python, React.js, Serverless (Lambda), Native/Mobile app troubleshooting, Contact center products
Technologies
Twilio Voice, Platform Application & Segment (VSPA), JavaScript, Node.js, React.js, SQL, SIP, VoIP, TCP, UDP, SSL/TLS, JIRA, Slack
Responsibilities
Address customer issues and provide feedback to Product/Engineering teams; Resolve complex problems with developers/architects; Troubleshoot Quality of Service (QoS) issues; Collaborate via Slack and file JIRAs for bugs; Review internal knowledge; Assist in process improvements; Support customers on holidays
Seniority
Mid-level, hands-on IC
