Personalized Support Expert 3
hace 6 meses
**See yourself at Twilio**
Join the team as our next Personalized Support Expert.
**Who we are & why we're hiring**
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**
**Responsibilities**
In this role, you'll:
- Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio's Product and Engineering teams.
- By working with our customers' and partners' developers, architects, and support personnel to resolve complex problems with potentially very costly and far-reaching consequences.
- Collaborate with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs.
**Qualifications**
**Required**:
- 4+ years' experience in a client-facing technical role, preferably in supporting REST API, voice integrations or network infrastructure, and ability to understand and troubleshoot issues with cloud solutions.
- Supporting customers with service level agreements (SLAs) of 3 hours or less, utilizing a ticket system such as Zendesk.
- Skilled in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS.
- Interest in utilizing customer feedback to identify and drive improvements in our products.
- Ability to stand in the customer's shoes and demonstrated dedication to the customer experience.
- Advanced time management skills and proficiency at developing workflows to increase troubleshooting efficiency while still following standard processes and procedures.
**Desired**:
- Previous exposure or knowledge of Twilio products
- Broad capabilities to troubleshoot server-side code (C#, Java, Node.js, Ruby, or PHP) and client-side code (JavaScript, Android, iOS). Good understanding of React and Redux.
- Prior telecom (Carrier, SIP, PBX) or messaging platform experience.
- Understanding of WebRTC
**Location**
This role will be based remotely in Colombia.
**What We Offer**
There are many benefits to working at Twilio, including, in addition to competitive pay, things like 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.
If this role isn't what you're looking for, please consider other open positions.
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