Technical Support Engineer 3 - Remote

Overview

Join Twilio as a Technical Support Engineer 3, where you will provide outstanding technical support for Programmable Voice and Elastic SIP Trunking to customers worldwide.

In Short

• Provide technical support for VoIP/SIP/IP-PBXes.
• Assist customers with troubleshooting voice connectivity and application issues.
• Collaborate with Product and Engineering teams.
• Work on a 24x7 support model, including weekends and holidays.
• Report bugs and maintain knowledge of industry standards.
• Communicate effectively with customers via multiple channels.
• Help customers develop their voice applications.
• Surface customer problems for process improvements.
• Utilize tools like Slack, Jira, and Zoom for collaboration.
• Contribute to a positive team culture and customer experience.

Requirements

• 4 to 7 years of experience in a technical support role.
• Knowledge of SIP and IP Telephony protocols.
• Experience with troubleshooting VoIP and SIP issues.
• Ability to provide empathetic customer support.
• Experience with RESTful APIs and cloud solutions.
• Strong understanding of network connectivity issues.
• Third level qualification in Computer Science or related field.
• Fluency in Japanese is desired.
• Experience with ticketing systems like JIRA or Zendesk.
• Ability to make sound decisions quickly.

Benefits

• Competitive pay and generous time-off.
• Parental and wellness leave.
• Healthcare and retirement savings program.
• Support for volunteering and donation efforts.
• Inclusive and diverse work environment.