Remote opportunity at
TwilioTechnical Support Engineer 2
Twilio operates as a remote-first communications platform provider that equips businesses and developers globally with tools to build tailored customer interactions. The company is currently hiring…
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About This Role
Twilio operates as a remote-first communications platform provider that equips businesses and developers globally with tools to build tailored customer interactions. The company is currently hiring a Technical Support Engineer 2 to join its Voice, Platform Application & Segment teams. In this remote position based in Colombia, the chosen candidate will act as the main point of contact for clients, addressing technical obstacles and representing the company to partners and…
Job Description
Twilio operates as a remote-first communications platform provider that equips businesses and developers globally with tools to build tailored customer interactions. The company is currently hiring a Technical Support Engineer 2 to join its Voice, Platform Application & Segment teams. In this remote position based in Colombia, the chosen candidate will act as the main point of contact for clients, addressing technical obstacles and representing the company to partners and users.
This role suits professionals with strong technical abilities and a dedication to customer satisfaction. The job requires working a five-day schedule that may include weekend days and holiday support. Responsibilities involve investigating challenging technical problems, collaborating with internal product and engineering divisions via Slack, and filing bug reports using JIRA. Travel may occasionally be necessary for team gatherings, functional off-sites, or client meetings.
Responsibilities
- Address client issues by combining technical knowledge with diplomatic communication
- Partner with developers, architects, and support teams to resolve complex and impactful problems
- Troubleshoot and resolve Quality of Service problems
- Communicate with internal product and engineering teams via Slack and submit JIRAs for reproducible bugs
- Review internal knowledge bases to remain updated on industry changes
- Identify customer pain points to assist management with process enhancements
- Provide customer support during holidays and weekends on a rostered schedule
Requirements
- At least two years of technical support experience or a similar relevant background
- Full-stack JavaScript technical support experience including client-side JavaScript and server-side code troubleshooting
- Basic understanding of object-oriented programming concepts
- Basic SQL knowledge and query-writing capabilities
- Familiarity with APIs, the HTTP protocol, and RESTful services
- Network troubleshooting skills covering TCP/UDP and the basics of SSL/TLS
- Experience troubleshooting SIP, VoIP, and IP telephony issues
- Strong verbal and written communication skills to convey complex technical concepts to diverse audiences
Qualifications
- Experience with server-side technologies such as Node.js, C#, Java, or Python
- Familiarity with React.js
- Serverless Lambda experience
- Expertise with native and mobile applications
- Background in troubleshooting contact center products
- Knowledge of RESTful technology and cloud solution troubleshooting
Core Skills
Benefits
- Competitive pay
- Generous time off
- Ample parental and wellness leave
- Healthcare coverage
- Retirement savings program
- Support for volunteering and donation efforts
Frequently Asked Questions
Is this position remote?
Yes, this role is remote and based in Colombia, though occasional travel may be required for team meetings or customer events.
What are the working hours for this role?
The position involves working a five-day schedule on a roster basis, which may include weekends and holidays.
What experience is required to apply?
Applicants must have at least two years of technical support experience or a similar relevant background, along with full-stack JavaScript support capabilities, database query skills, and networking troubleshooting knowledge.
What is the salary for this position?
The posting does not specify the salary.
Sample Interview Questions
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