Join the team as our next Technical Support Engineer 2 (Voice, EMEA)
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 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 and will be based in our new Bengaluru office. This position requires working in a shift. The current shift timings for shift based roles supporting our EMEA customers is 01:00 PM – 10:00 PM IST
This position also includes rostering. Rosters will be of a 5 day work week, and could include one or both weekend days. (Mon-Fri, Tue-Sat or Sun-Thu).
Responsibilities
In this role, you will:
WEAR THE CUSTOMER’S SHOES: Be the voice of Twilio and help customers with issues related to their calls, voice applications, and SIP trunks, as well as carrier and VOIP connections. Surface customer feedback to our Product Management and Engineering teams to identify and drive improvements in our voice products.
BE AN OWNER: Examine PCAPs, HTTP requests/responses, and application code.
WRITE IT DOWN: Explore historical and real-time data to aid in diagnosing issues.
BE INCLUSIVE: Interact, collaborate and network with other departments in Twilio in your search for solutions that our customers need.
NO SHENANIGANS: Play a pivotal role in urgent customer communications as a frontline member of our on-call team.
EMPOWER OTHERS: Work cross functionally with Engineering, Product Management and Sales. Sometimes you will work with similar cross-functional teams from partner organizations.
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
Experience in a client-facing technical role.
Familiarity with SIP and IP Telephony protocols and the use of packet capture tools (e.g. Wireshark) to identify irregularities.
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 troubleshooting applications including the ability to experiment with software and telecommunications systems, reproduce customer reported behaviors and communicate these to engineers and vendors.
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 demonstrated dedication to the customer experience.
Excellent written and verbal communication skills.
Desired
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 our Bengaluru, India office. No travel is anticipated.
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.
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.
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