Twilio is looking for new Technical Support Engineers to join our EMEA Voice Support team. We are seeking candidates with a consistent record of providing outstanding technical support, who have expertise with VOIP/ SIP/IP-PBXes, REST APIs, and the development of web and mobile applications.
Candidate should have 2+ 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). Should have 1+ years of experience troubleshoempathetic way; you treat customer problems like your own.
Ability to help, train and mentor team-members, and 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.
Added Advantage:
Strong written and verbal communication skills in multiple languages (German, French, Spanish, Italian…)oting VoIP and SIP issues, and configuring PBX.
Ability to address customer concerns and provide feedback in a friendly, diplomatic and
Key Responsibilities-
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.
You will work cross functionally with Engineering, Product Management and Sales. Sometimes you will work with similar cross-functional teams from partner organizations.
Twilio operates a 24/7 support model. You will always work the morning shift, but the ability to occasionally work weekends and holidays (as needed) is required. When working a weekend shift, you still get 2 days off per week.
Location
This role will be based remotely in India (Karnataka, Tamil Nadu, Telangana, Maharashtra, Delhi)
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.
Work Experience: 2 – 5 Years
Job Location: Remote, Pan India
About Twilio
More than 2 million developers around the world have used Twilio to unlock the magic of communications to improve any human experience. Twilio has democratized communications channels like voice, text, chat, and video by virtualizing the worlds telecommunications infrastructure through APIs that are simple enough for any developer to use, yet robust enough to power the worlds most demanding applications. By making communications a part of every software developers toolkit, Twilio is enabling innovators across every industry from emerging leaders to the worlds largest organizations to reinvent how companies engage with their customers.
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