Technical Support Engineer 2
Core
Support customers' use of the Twilio Voice, Platform Application & Segment teams (VSPA) products and act as a subject matter expert for Twilio's APIs and SDKs.
Role type
Senior IC Technical Support Engineer (Voice/Telephony)
Builds
Customer experience and product feedback loops for Twilio's communication platform
Domain
Telecommunications / Cloud Communications / VoIP
Deliverable
client delivery
Required skills
Full-Stack Javascript, Troubleshooting QoS issues, SIP/VoIP/IP telephony troubleshooting, API/HTTP/REST understanding, Network connectivity troubleshooting (TCP/UDP/SSL/TLS), SQL query-writing, OOP concepts
Preferred skills
Node.js/C#/Java/Python, React.js, Serverless (Lambda), WebRTC, Contact center products experience, Native/mobile app troubleshooting
Technologies
Twilio Voice, Platform Application & Segment, Node.js, C#, Java, Python, React.js, SQL, TCP, UDP, SSL, TLS, SIP, VoIP, HTTP, REST, WebRTC, JIRA, Slack
Responsibilities
Address customer issues and provide feedback to Product/Engineering, Resolve complex problems with developers/architects, Troubleshoot QoS and network connectivity issues, Collaborate via Slack and file JIRAs for bugs, Surfacing customer pain points for process improvement, Support customers on holidays
Seniority
Mid-Senior, hands-on IC
