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    Technical Support Expert 2 - San Francisco, United States - TWILIO

    TWILIO
    TWILIO San Francisco, United States

    3 weeks ago

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    Description

    Responsibilities

    In this role, you will:

  • 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.

    • Qualifications

    Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having "desired" qualifications make for a strong candidate, we encourage applicants with alternative experiences to also apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table

    Required

  • 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 ( 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; you treat customer problems like your own.
  • 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, including escalations to third parties.
  • Strong knowledge of RESTful API's with the ability to understand and troubleshoot issues with cloud solutions.
  • Skilled in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS. Bonus: an understanding of WebRTC.
  • Third level qualification in Computer Science, Network Engineering, or a related discipline, or relevant experience related to this position.
  • You will help customers solve their technical challenges through tickets, phone calls, and chat conversations
  • You will interact, collaborate and network with other departments in Twilio in your search for solutions that our customers need.
  • Twilio operates a 24/7 support model. Ability to work weekend and holiday hours, Sunday -Thursday 9am-6pm Pacific Time

    • Desired

  • Excellent written and verbal communication skills.
  • Previous experience or knowledge of Twilio products.
  • Previous experience with IP-PBX configuration.
  • Previous experience with JIRA, Zendesk, or similar ticketing systems.

    • Location

    This role will be located remote, and based in Colombia.

    Travel

    We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.

    What we offer

    There are many benefits to working at Twilio, including things like competitive pay, generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

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