Twilio3 days ago
Technical Support Engineer 2
Salary not specified
MARKET
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IT Support / Helpdesk · 66 jobs with disclosed pay
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Remote - Colombia
Responsibilities
- 01Use technical and diplomatic skills to address customer issues and provide customer feedback to Product and Engineering teams
- 02Work with customers' and partners' developers, architects, and support personnel to resolve complex problems
- 03Troubleshoot and resolve Quality of Service (QoS) issues
- 04Collaborate with teammates and Twilio Product and Engineering teams via Slack and JIRA
- 05Review internal knowledge to stay current on industry shifts and standards
- 06Assist manager in process improvements by surfacing customer pain points
- 07Support customers on holidays to ensure their needs are met
Requirements
- 012+ years of Technical Support Experience or similar relevant experience
- 02Full-Stack Javascript Tech Support experience with capabilities to troubleshoot server-side code
- 03Good understanding of Object-Oriented Programming (OOP) concepts
- 04Basic understanding of SQL and query-writing skills
- 05Good understanding of APIs, HTTP Protocol, and RESTful services
- 06Skills in troubleshooting network connectivity issues with understanding of TCP/UDP and basics of SSL/TLS
- 07Experience troubleshooting SIP, VoIP, and IP telephony issues
- 08High competency in communicating complex technical issues to both technical and non-technical audiences
- 09Ability to demonstrate dedication to the customer experience
- 10Excellent written and verbal communication skills
What we offer
- 01Remote work based in Colombia
- 025 day work week including one or both weekend days
- 03Occasional travel for project or team in-person meetings
- 04Competitive pay
- 05Generous time off
- 06Ample parental and wellness leave
- 07Healthcare
- 08Retirement savings program