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Twilio is hiring

Sr. Technical Support Engineer

You will be working for Twilio as Sr. Technical Support Engineer

About the job:

  • You will be the voice of Twilio to our customers and partners; we’ll count on you to interact in a friendly and professional way.
  • You will interact with our customers' and partners' developers, architects and support personnel to resolve complex problems with potentially very costly and far-reaching consequences.
  • You will help customers understand the finer points of Twilio capabilities and influence them to implement best practices.
  • You will interact, collaborate and network with other departments in Twilio in your search for solutions that our customers need.
  • You will work cross functionally with Engineering, Product Management and Sales. Sometimes you will work with similar cross-functional teams from partner organizations.
  • You will help us understand customer trends, documenting and reporting what you observe to the management team in order to better improve our support process.
  • You might be asked to serve as a Technical Account Manager for our largest enterprise customers and partners. They will look to you for technical guidance.

Requirements:

  • 5+ years experience in a client-facing technical role.
  • Ability to diplomatically address customer concerns and provide feedback.
  • A firm understanding of the technology stacks common to the Web ecosystem. A demonstrated history of creating non-trivial applications in Java, .Net, Ruby, Python, PHP, Javascript or some other modern, general purpose programming language. Much of Twilio’s functionality is exposed as REST APIs.
  • You are good at and enjoy debugging other people’s code.
  • Solid understanding of computer networking.
  • Experience with troubleshooting and resolving QoS (Quality of Service) issues.
  • Experience working with team members in different geographic locations and timezones.
  • Telecomm experience preferred. For example, you have implemented, deployed and/or maintained/supported Avaya/Cisco/OpenVBX/or similar platforms of significant size.
  • Knowledge of IP Telephony protocols a plus.
  • Flexible work schedule. The ideal candidate is available to work a Saturday or Sunday shift.
  • You hold a Bachelor’s degree or have equivalent work experience.

Bonus points:

  • iOS and Android programming experience.
  • Experience with call centers and/or IVRs from a technical perspective.

The Job

Team/Dept:

Job type: Permanent full time

Remote working possible: yes

Level of experience required:

Salary/package: DOE

Location

This is remote working job

Sorry, no agencies please