Technical Support Expert 2

See yourself at Twilio.

Join the team as our next Technical Support Engineer 2 (LATAM) on Twilio’s Platform and Applications support team.

Who we are 

At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.

Our dedication to remote-first work, 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.

About the job

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.

This role reports to a Manager, Technical Support, who will be based in our Bengaluru office.  This position requires working in a shift. The current shift timings for shift based roles supporting our LATAM customers are 8AM-5PM, 10AM-7PM and 1PM-10PM (GMT-5) Shifts. 

This position also includes rostering. Rosters will be of a 5 day work week, and could include one or both weekend days. (Mon-Fri, Tue-Sat or Sun-Thu).

Responsibilities

In this role, you will:

• Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams. 
• Work with our customers' and partners' developers, architects, and support personnel to resolve complex problems with potentially very costly and far-reaching consequences.
• Leverage your experience with troubleshooting and resolving Quality of Service (QoS) issues.
• Collaborate with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs. 
• Review internal knowledge to stay current on industry shifts and standards. 
• Assist your manager in process improvements by surfacing customer pain points to assist in process improvement.  
• This position will also require supporting our customers on holidays to ensure that our customer’s needs are met
  
  

Qualifications

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!

Required

• 2+ years of Technical Support Experience or similar relevant experience
• Full-Stack Javascript Tech Support experience with capabilities to troubleshoot server-side code (bonus would be either of: Node.js, C# or Java or python) and client-side code (JavaScript). React.js is a bonus.
• A good understanding of OOP concepts 
• Skills in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS. 
• High competency in communicating complex technical issues to both technical and non-technical audiences via phone or email mediums. 
• Ability to stand in the customer’s shoes and demonstrate dedication to the customer experience.
• Excellent written and verbal communication skills.

Desired

• Bonus skills: 
• Serverless (Lambda) experience.
• Expertise with both native and mobile applications is a great bonus
• Having related experience in troubleshooting contact center products
• Good knowledge of RESTful technology, previous work with APIs and ability to understand and troubleshoot issues with cloud solutions.
• Understanding of WebRTC is a plus.
• Experience working collaboratively with team members in different geographic locations and time zones.
• Advanced 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.
• Ability to influence and build effective working relationships with all levels of the organization.
• Interest in utilizing customer feedback to identify and drive improvements in our products. 

Location

This role will be located in Remote-Colombia.

Travel 

We prioritize connection and opportunities to build relationships with each other. For this role, approximately 5% travel is anticipated to help you connect in-person in a meaningful way.

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.