Description
At Twilio, we're shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.
This position is needed to be the designated technical support engineering contact for our strategic customers. As a designated technical contact, you will work with our customers to resolve complex technical problems. You should have an interest in digging deep as well as being able to zoom out and look at the larger picture.
Responsibilities:
- Be enthusiastic for interacting and collaborating with other groups within Twilio in your search for the solutions our customers need
- Collaborate with customers' developers to troubleshoot use of the Twilio helper libraries
- Possess strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio's Product and Engineering teams
- Partner with our customers' and their developers, architects, and support personnel to tackle complex problems with potentially very costly and far-reaching consequences
- Work collaboratively with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs
- Understand customer trends, analyze patterns, drive betterments, and report what you observe to the management team in order to better improve our support process
Qualifications:
- 4+ years of proven experience
- Twilio Messaging and/or Voice experience
- Good knowledge of RESTful technology, previous work with APIs, and ability to understand and solve issues with cloud solutions
- Skilled in solving network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS
- Comfortable in working with customers' developers to troubleshoot use of the Twilio helper libraries
Desired:
- Development experience in Javascript, VOIP/SIP Applications, WebRTC
- Twilio Messaging certification
- Twilio Voice Certification
- Twilio Email Certification
Location: This role will be remote, and based in Colombia.
Travel: You may be required to travel occasionally to participate in project or team in-person meetings.
What We Offer: Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more.