Technical Support Engineer 3

Technical Support Engineer - 3, Platform and Applications Team ​​See yourself at Twilio.

Join the team as our next Technical Support Engineer 3 (EMEA) on Twilio’s Platform and Applications support team. About the job

This position is needed to support our customers’ use of the Twilio platform, and help customers get the best experience from Twilio’s products. You will function as the voice of Twilio to our customers and partners, and operate as a subject matter expert for Twilio’s APIs and SDKs.

This role reports to a Manager, Technical Support, who will be based in our Bengaluru office. This position requires working in a shift. The current shift timings for shift based roles supporting our EMEA customers is 9am to 6pm Estonia time. This position also includes rostering. Rosters will be of a 5 day work week, and could include one weekend day. (example: Mon-Fri, Tue-Sat or Sun-Thu). In this role, you will:

• Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams. 

• Work with our customers' and partners' developers, architects, and support personnel to resolve complex problems with potentially very costly and far-reaching consequences.

• Leverage your experience with troubleshooting and resolving Quality of Service (QoS) issues.

• Collaborate with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs. 

• Review internal knowledge to stay current on industry shifts and standards. 

• Assist your manager in process improvements by surfacing customer pain points to assist in process improvement.  

• We are there when our customers need us, 24/7, and this position may require working an irregular shift, including the weekend (Shifts are subject to change based on evolving team and customer needs). This position will also require supporting our customers on holidays to ensure that our customer’s needs are met

Qualifications

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to 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+ years of Technical Support Experience

• Full-Stack Javascript development experience with broad and deep capabilities to troubleshoot server-side code (primarily Node.js, C#/Java, python are bonus) and client-side code (JavaScript, specifically React.js is a huge bonus). 

• A good understanding of OOP is vital.

• Good knowledge of RESTful technology, previous work with APIs and ability to understand and troubleshoot issues with cloud solutions.

• Skills in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS. 

• High competency in communicating complex technical issues to both technical and non-technical audiences via phone or email mediums. 

• Ability to stand in the customer’s shoes and demonstrate dedication to the customer experience.

• Excellent written and verbal communication skills.

Desired

• Bonus skills: 

  • Serverless (Lambda) experience.

  • Expertise with both native and mobile applications is a great bonus

  • Having related experience in troubleshooting contact center products

• Understanding of WebRTC is a plus.

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

• Advanced time management skills, ability to work well under pressure, and proficiency at developing workflows to increase troubleshooting efficiency while still following standard processes and procedures.

• Ability to influence and build effective working relationships with all levels of the organization.

• Interest in utilizing customer feedback to identify and drive improvements in our products. 

Location

This role will be located in Remote-Estonia. Travel 

We prioritize connection and opportunities to build relationships with each other. For this role, approximately 5% travel is anticipated to help you connect in-person in a meaningful way. What we offer

There are many benefits to working at Twilio, including things like competitive pay, generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.