Technical Support Engineer 2

<div class="content-intro"><p><strong>Who we are&nbsp;</strong></p> <p>At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to<a class="c-link" href="https://customers.twilio.com/" target="_blank" data-stringify-link="https://customers.twilio.com/" data-sk="tooltip_parent">&nbsp;hundreds of thousands of businesses&nbsp;</a>and empower millions of developers worldwide to craft personalized customer experiences.</p> <p>Our dedication to <a class="c-link" href="https://www.twilio.com/en-us/blog/open-work" target="_blank" data-stringify-link="https://www.twilio.com/en-us/blog/open-work" data-sk="tooltip_parent">remote-first work</a>, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.<br><br>We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!</p> <p><span style="color: rgb(255, 255, 255);">.</span></p></div><p><strong>See yourself at Twilio</strong></p> <p>Join the team as Twilio’s next Technical Support Engineer 2</p> <p><strong>About the job</strong></p> <p>This position is needed to support our customers’ use of the Twilio platform, and help customers get the best experience from Twilio’s products. You will function as the voice of Twilio to our customers and partners, and operate as a subject matter expert for Twilio’s APIs and SDKs.</p> <p>We are looking for our next Technical Support Engineer 2 to join our Global Customer Support team in India/LATAM, who will be dedicated to understanding and resolving complex customer requests via phone/email/chat/side channel/live support or any other support/communication channel, identify adoption and upsell opportunities for customers and make the appropriate connections. Develops knowledge on multiple specialty areas. &nbsp;Identifies and responds to customer escalations and thoroughly document every customer interaction</p> <p><strong>Responsibilities</strong></p> <p>In this role, you’ll:</p> <ul> <li>Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams.&nbsp;</li> <li>Understands and resolves complex customer requests via phone/email/chat/side channel/live support or any other support/communication channel. Identify adoption and upsell opportunities for customers and make the appropriate connections. Develops knowledge on multiple specialty areas.</li> <li>Leverage your experience with troubleshooting and resolving Quality of Service (QoS) issues.</li> <li>Collaborate with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs.&nbsp;</li> <li>Prioritize the queue based on status, priority, entitlement. Follow guidance prioritizing caseload to achieve SLA compliance targets.&nbsp; Meet SLA requirements per channel/role.</li> <li>Follow established guidelines on tagging, categorizing, merging tickets. Leverage runbooks/wiki, macros, and other tools to efficiently resolve tickets. Escalate to senior technical resources to drive ticket resolution.</li> <li>Leverage Twilio's AI tools and other automations (macros and related tools) to assist and efficiently communicate with customers.</li> <li>Review internal knowledge to stay current on industry shifts and standards.&nbsp;</li> <li>Assist your manager in process improvements by surfacing customer pain points to assist in process improvement.&nbsp;&nbsp;</li> <li>This position will also require supporting our customers on holidays to ensure that our customer’s needs are met.</li> <li>Independently documents every customer interaction (email, phone, chat, side-channel communications) with little to no guidance. Documents every internal interaction.&nbsp;</li> <li>Manage incidents effectively during on-call shifts. While on-call triage SDM Escalations.</li> </ul> <p><strong>Qualifications&nbsp;</strong></p> <p>Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to 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!</p> <p><strong>*Required:</strong></p> <ul> <li>2+ years of Technical Support Experience or similar relevant experience</li> <li>Full-Stack Javascript Knowledge and relevant support experience with an ability to troubleshoot both server-side (Node.js or C# or Java or python) and client-side code.</li> <li>A good understanding of Object-Oriented Programming (OOP) concepts&nbsp;</li> <li>Good understanding of APIs, HTTP Protocol, and RESTful services</li> <li>Basic Understanding of SQL and Writing Queries</li> <li>Skills in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS.&nbsp;</li> <li>Experience troubleshooting SIP, VoIP, and IP telephony issues.</li> <li>High competency in communicating complex technical issues to both technical and non-technical audiences via phone or email mediums.&nbsp;</li> <li>Ability to stand in the customer’s shoes and demonstrate dedication to the customer experience.</li> <li>Excellent written and verbal communication skills.&nbsp;&nbsp;</li> </ul> <p><strong>Desired:</strong></p> <ul> <li>Bonus skills:&nbsp; <ul> <li>Serverless (Lambda) experience.</li> <li>React.js is a Bonus.</li> <li>Support Expertise with both native and mobile applications is a great bonus</li> <li>Ability to troubleshoot and debug using tools like Postman or cURL</li> </ul> </li> <li>Understanding of WebRTC, relevant experience in troubleshooting contact center products and PBX systems is a plus.</li> <li>Experience with Twilio APIs, SDKs, or related cloud communications platforms.</li> <li>Experience working collaboratively with team members in different geographic locations and time zones.</li> <li>Ability to influence and build effective working relationships with all levels of the organization.</li> <li>Utilize customer feedback to identify and drive improvements in our products.&nbsp;</li> <li>Better Time management skills, ability to work well under pressure, and proficiency at developing workflows to increase troubleshooting efficiency while still following standard processes and procedures.</li> </ul> <p><strong>Location</strong></p> <p>This role will be remote, and based in Colombia.</p> <p><strong>Travel&nbsp;</strong></p> <p>We prioritize connection and opportunities to build relationships with our customers and each other. For this