▷ [Apply in 3 Minutes] Technical Support Engineer 2

Who we are At Twilio we re shaping the future of communications all from the comfort of our homes We deliver innovative solutions to and empower millions of developers worldwide to craft personalized customer experiences Our dedication to and strong culture of connection and global inclusion means that no matter your location you re part of a vibrant team with diverse experiences making a global impact each day As we continue to revolutionize how the world interacts we re acquiring new skills and experiences that make work feel truly rewarding Your career at Twilio is in your hands See yourself at Twilio Join the team as our next Technical Support Engineer 2 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 1pm to 10pm Indian Standard 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 Responsibilities 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 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 or similar relevant experience Full-Stack Javascript Tech Support experience with capabilities to troubleshoot server-side code bonus would be either of Node js C or Java or python and client-side code JavaScript React js is a bonus A good understanding of OOP concepts 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 Good knowledge of RESTful technology previous work with APIs and ability to understand and troubleshoot issues with cloud solutions 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 based remotely in India Karnataka Tamil Nadu Telangana Maharashtra Delhi 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 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 Additionally we empower employees to build 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 Twilio is proud to be an equal opportunity employer We do not discriminate based upon race religion color national origin sex including pregnancy childbirth reproductive health decisions or related medical conditions sexual orientation gender identity gender expression age status as a protected veteran status as an individual with a disability genetic information political views or activity or other applicable legally protected characteristics We also consider qualified applicants with criminal histories consistent with applicable federal state and local law Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act Additionally Twilio participates in the E-Verify program in certain locations as required by law