Twilio
Twilio
5,001 – 10,000 Employees
H1B Visa SponsorAPIB2B
Twilio provides cloud communications infrastructure that helps developers and businesses build customer engagement features directly into their applications. Its APIs support voice, text messaging, chat, video, and email, giving organizations access to multiple communication channels through software rather than separate systems. Founded in 2008, Twilio operates in the API and B2B technology sectors and has a global presence with a workforce of approximately 5,001–10,000 employees. The company’s careers profile is relevant to candidates interested in developer platforms, communications technology, and enterprise software.

Level 2 Technical Support Engineer

Help businesses use Twilio’s communications platform, APIs, and SDKs. Troubleshoot JavaScript, networking, SIP, VoIP, and quality-of-service issues.

Description

  • Help customers get the most from the Twilio platform and its products.
  • Represent Twilio in interactions with customers and partners.
  • Provide expert support for Twilio APIs and SDKs.
  • Resolve customer issues and share feedback with Product and Engineering.
  • Work with customer and partner developers, architects, and support staff to solve complex problems.
  • Diagnose and resolve quality-of-service (QoS) issues.
  • Coordinate with teammates and Product and Engineering through Slack.
  • File JIRA tickets for reproducible bugs.
  • Review internal resources to keep up with industry changes and standards.
  • Identify customer pain points and help improve processes.
  • Provide customer support on holidays.
  • Travel about 5% of the time to meet and build relationships in person.

Requirements

  • At least 2 years of technical support experience or comparable relevant experience.
  • Experience providing technical support for full-stack JavaScript.
  • Ability to troubleshoot server-side code; experience with Node.js, C#, Java, or Python is a plus.
  • Ability to troubleshoot client-side JavaScript; React.js experience is a plus.
  • Solid understanding of object-oriented programming concepts.
  • Basic SQL knowledge and ability to write queries.
  • Solid understanding of APIs, HTTP, and RESTful services.
  • Ability to troubleshoot network connectivity, including TCP/UDP and basic SSL/TLS.
  • Experience troubleshooting SIP, VoIP, and IP telephony issues.
  • Ability to explain complex technical issues clearly to technical and non-technical audiences by phone or email.
  • Strong written and verbal communication skills.
  • Willingness and ability to support customers on holidays and work schedules that may include weekends.

Benefits

  • Competitive pay.
  • Generous time off.
  • Parental and wellness leave.
  • Healthcare.
  • Retirement savings program.
  • Remote-first work.
  • Flexible remote work arrangements.
  • Support for employee volunteering and donations.

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