Technical Support Engineer 2 - Remote

Overview

Twilio is looking for new Technical Support Engineers to join our APAC Voice Support team. We are seeking candidates with a consistent record of providing outstanding technical support, who have experience with VOIP/SIP/IP-PBXes, REST APIs, and the development of web and mobile applications.

In Short

• Work on Programmable Voice and Elastic SIP Trunking submitted by both individual developers and major brands via multiple communications channels (email, phone, chat).
• Assist customers with troubleshooting voice connectivity, audio quality, application-level and networking issues.
• Speak with customers in order to guide them through the development of their voice application.
• Collaborate with your teammates and the Twilio Product and Engineering teams via Slack, Jira and Zoom.
• Report reproducible Voice bugs and review our internal knowledge base to stay up to speed with industry shifts and standards.
• Work with your manager to surface customer problems and assist in process betterments.

Requirements

• 2+ years of experience in a client-facing, technical role.
• Past telecom experience, including knowledge of SIP and IP Telephony protocols, and experience using packet capture tools (e.g. Wireshark).
• 1+ years of experience troubleshooting VoIP and SIP issues, and configuring PBX.
• Ability to address customer concerns and provide feedback in a friendly, diplomatic and empathetic way.
• Ability to advise on improvements for the Voice product.
• Ability to make sound decisions quickly and efficiently.
• Experience with troubleshooting and resolving QoS (Quality of Service) issues.
• Strong knowledge of RESTful APIs.
• Skilled in troubleshooting network connectivity issues.
• Third level qualification in Computer Science, Network Engineering, or a related discipline.

Benefits

• Competitive pay.
• Generous time-off.
• Ample parental and wellness leave.
• Healthcare benefits.
• Retirement savings program.