This listing doesn't post a salary. Most similar roles pay
$114,600–$154,100.
Based on 240 similar postings.
Employer
About Twilio
Twilio is a cloud communications platform that provides APIs and software, allowing developers to embed voice, messaging, video, and email functionalities directly into their applications.
Twilio currently has
36 open roles
on FindRole.
Listed pay typically runs
$155,520–$194,400
across 33 roles with salary data.
As a Technical Support Engineer 2 on the Voice, Platform Application & Segment team, you will serve as a subject matter expert for APIs and SDKs while acting as the primary voice of the company to customers and partners. You will collaborate with developers and architects to resolve complex technical problems, troubleshoot Quality of Service issues, and report reproducible bugs via JIRA. The role requires proficiency in Full-Stack Javascript, including server-side troubleshooting in Node.js, C#, Java, or Python, alongside client-side JavaScript and React.js. Essential skills include understanding Object-Oriented Programming, SQL, HTTP protocols, RESTful services, and network connectivity issues involving TCP/UDP and SSL/TLS. You will also troubleshoot SIP, VoIP, and IP telephony issues to ensure optimal performance for customers utilizing the platform's communication tools and cloud solutions.
Resolve complex technical issues for customers, partners, and developers using your expertise in APIs and SDKs.
Troubleshoot Quality of Service (QoS) issues and network connectivity problems including TCP/UDP and SSL/TLS.
Diagnose and resolve SIP, VoIP, and IP telephony issues to ensure high-quality communication services.
Communicate complex technical information clearly to both technical and non-technical audiences via phone and email.
Report reproducible bugs to Product and Engineering teams by filing JIRAs and communicating via Slack.
Provide feedback on customer pain points to help the management team improve internal processes.
Maintain up-to-date knowledge of industry shifts, standards, and Twilio's internal technical documentation.
What we're looking for
2+ years of Technical Support experience or similar relevant experience.
Full-Stack Javascript Tech Support experience with ability to troubleshoot server-side code (Node.js, C#, Java, or Python preferred) and client-side code.
React.js experience (preferred).
A good understanding of Object-Oriented Programming (OOP) concepts.
Basic understanding of SQL and query-writing skills.
Good understanding of APIs, HTTP Protocol, and RESTful services.
Skills in troubleshooting network connectivity issues including TCP/UDP and basics of SSL/TLS.
Experience troubleshooting SIP, VoIP, and IP telephony issues.
High competency in communicating complex technical issues to both technical and non-technical audiences via phone or email.
Serverless (Lambda) experience (preferred).
Expertise with both native and mobile applications (preferred).
Related experience in troubleshooting contact center products (preferred).