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.
5+ years experience in a client-facing technical role.
Ability to diplomatically address customer concerns and provide feedback.
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.
iOS and Android programming experience.
Experience with call centers and/or IVRs from a technical perspective.