Technical Support Engineer 3, Voice

See yourself at Twilio

Join the team as our next Technical Support Engineer - Voice

Who we are & why we’re hiring

Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.

Although we're headquartered in San Francisco, we're on a journey to becoming a globally antiracist company that supports diversity, equity & inclusion wherever we do business. We employ thousands of Twilions worldwide, and we're looking for more builders, creators, and visionaries to help fuel our growth momentum.

About the job

This position is needed to support our customers’ use of the Twilio Programmable Voice product.  

You will focus on providing friendly, professional customer service, while problem solving and communicating complex technical issues to both technical and non-technical audiences via phone, email and chat mediums. You have advanced time management skills, the ability to work well under pressure, and are proficient at developing workflows to increase efficiency while still following standard processes and procedures.

Responsibilities

In this role, you’ll:

• Work on Programmable Voice cases submitted by both individual developers and major brands.

• Assist customers with troubleshooting voice deliverability issues and debug customer code

• Speak with a customer on the phone in order to guide them through the development of their voice application.

• Collaborate with your teammates and the Twilio Product and Engineering teams via Slack.

• Report reproducible bugs and review our internal knowledge base to stay up to speed with industry shifts and standards.

• Work with your manager to surface customer problems to assist in process betterments.

Qualifications 

Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

Required:

• 2-4 years experience in a client-facing technical role.

• A proven history of customer focus and empathy, including the ability to diplomatically address customer concerns and provide feedback.

• Experience troubleshooting applications including the ability to experiment with software and telecommunications systems, reproduce customer reported behaviors and communicate these to engineers and vendors.

• Time management skills to handle a large volume of tickets while maintaining high Customer Satisfaction and meeting SLA targets. Able to work standard USA working hours and a shift schedule that includes a weekend day.

• Familiarity with SIP and IP Telephony protocols 

• Intermediate use of network diagnostic tools including Wireshark and similar tools 

• A demonstrated history of creating non-trivial applications in Java, .Net, Ruby, Python, PHP, Javascript or another modern, general purpose programming language, including integrations with REST APIs.

• Experience working collaboratively with team members in different geographic locations and time zones. 

• A Bachelor’s degree or equivalent work experience (5+ years industry experience in a similar role).

Desired:

• Previous experience with IP-PBX configuration

• Experience or knowledge of Twilio products 

• Working experience with JIRA, Zendesk, or similar ticketing systems 

Location 

This role will be remote, and asked to work a Sunday - Thursday shift in either the Pacific or Mountain Time zones 

What We Offer

There are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, 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. That's 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 you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now!

If this role isn't what you're looking for, please consider other open positions.

*Please note this role is open to candidates outside of Colorado as well. The information below is provided for those hired in Colorado only.

If you are a Colorado applicant: 

• The estimated pay range for this role, based in Colorado, is $65,576  - $103,048.

• Additionally, this role is eligible to participate in Twilio's equity plan.

The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location within the state. This role is also eligible to participate in Twilio’s equity plan and for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.