Technical Support Engineer 3
Offer summary
Qualifications:
At least 2 years of technical support experience., Proficiency in full-stack JavaScript, including troubleshooting server-side and client-side code., Good understanding of object-oriented programming concepts., Skills in troubleshooting network connectivity issues and communicating complex technical issues clearly..Key responsibilities:
- Assist customers with using Twilio's platform and products.
- Troubleshoot and resolve complex technical issues for clients.
- Collaborate with development and engineering teams to report bugs and improve products.
- Support customers during holidays to ensure continuous service.
Job description
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 remotefirst 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.
- 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 farreaching 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
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- 2+ years of Technical Support Experience or similar relevant experience
- FullStack Javascript Tech Support experience with capabilities to troubleshoot serverside code (bonus would be either of: Node.js, C# or Java or python) and clientside code (JavaScript). React.js is a bonus.
- A good understanding of OOP concepts
- Skills in troubleshooting network connectivity issues, with an understanding of TCPUDP, and basics of SSLTLS.
- High competency in communicating complex technical issues to both technical and nontechnical 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
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- Bonus skills:
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- Serverless (Lambda) experience.
- Expertise with both native and mobile applications is a great bonus
- Having related experience in troubleshooting contact center products
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- 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.
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Location
This role will be located in RemoteEstonia.
TravelWe prioritize connection and opportunities to build relationships with each other. For this role, approximately 5% travel is anticipated to help you connect inperson in a meaningful way.
What we offerThere are many benefits to working at Twilio, including things like competitive pay, generous timeoff, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.
Twilio thinks big. Do you?
We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. Thats why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.
So, if youre ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isnt what youre looking for, please consider other open positions.
Desired
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 hasnt followed a traditional path, dont let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!
Required
Required profile
Experience
Hard Skills
Other Skills
- Troubleshooting (Problem Solving)
- Communication
- Time Management
- Non-Verbal Communication
- Teamwork
- Problem Solving
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