Technical Support Expert 3

**Technical Support Engineer 3 - Voice**:
at Twilio (View all jobs)

Remote in Colombia

**See yourself at Twilio.**

Join the team as our next** Technical Support Engineer 3 **on Twilio's Programmable Voice Support Team.

**Who we are & why we're hiring**

You should have a firm understanding of the technology stacks common to the Web ecosystem and experience in a telecom environment. (For example, you've implemented, deployed and/or maintained/supported Avaya/Cisco/OpenVBX/or similar platforms of significant size in the past). You've got strong time management skills, work well in a fast paced environment, and are efficient at getting work done while still following standard processes and procedures.

Although we're headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We're on a journey to becoming a global company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business.

**About the job**

**Responsibilities**

In this role, you will:

- Collaborate with your teammates and the Twilio Product and Engineering teams via Slack, Jira and Zoom.
- Report reproducible Voice bugs and review our internal knowledge base to stay up to speed with industry shifts and standards.
- Work with your manager to surface customer problems and assist in process betterments.

**Qualifications**

**Required**
- 4+ years of experience in a client-facing, technical role.
- Past telecom experience, including knowledge of SIP and IP Telephony protocols, and experience using packet capture tools (e.g. Wireshark).
- 2+ years of experience troubleshooting VoIP and SIP issues, and configuring PBX.
- A demonstrated history of customer focus and empathy, including the ability to diplomatically address customer concerns and provide feedback.
- Ability to advise on improvements for the Voice product.
- Ability to make sound decisions quickly and efficiently.
- Experience with troubleshooting and resolving QoS (Quality of Service) issues, including escalations to third parties.
- Strong knowledge of RESTful API's with the ability to understand and troubleshoot issues with cloud solutions.
- Skilled in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS. Bonus: an understanding of WebRTC.
- Third level qualification in Computer Science, Network Engineering, or a related discipline, or relevant experience related to this position.
- You will help customers solve their technical challenges through tickets, phone calls, and chat conversations
- You will interact, collaborate and network with other departments in Twilio in your search for solutions that our customers need.
- Twilio operates a 24/7 support model. **Ability to work weekend and holiday hours, Sunday -Thursday or Tuesday-Saturday aligned to a fixed schedule of 9am to 6 pm US Pacific Time is mandatory for this role.**

**Desired**
- Excellent written and verbal communication skills.
- Previous experience or knowledge of Twilio products.
- Previous experience with IP-PBX configuration.
- Previous experience with JIRA, Zendesk, or similar ticketing systems.

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**Location**

This role will be located remote, and based in Colombia.

**Travel**

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.

**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.

If this role isn't what you're looking for, please consider other open positions.