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Tech Stack
Tools & technologiesJavaJavaScriptNode.jsPythonReactSQLVoIP
About the role
Key responsibilities & impact- 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
Requirements
What you’ll need- 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 Object-Oriented Programming (OOP) concepts
- Basic understanding of SQL and query-writing skills
- Good understanding of APIs, HTTP Protocol, and RESTful services
- Skills in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS.
- Experience troubleshooting SIP, VoIP, and IP telephony issues.
- 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.
Benefits
Comp & perks- Competitive pay
- Generous time off
- Ample parental and wellness leave
- Healthcare
- A retirement savings program
- And much more
ATS Keywords
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Hard Skills & Tools
Technical SupportFull-Stack JavaScriptNode.jsC#JavaPythonReact.jsObject-Oriented ProgrammingSQLAPIs
Soft Skills
Diplomatic skillsCommunication skillsCustomer experience dedicationProblem-solvingCollaborationProcess improvementTechnical communicationInterpersonal skillsCustomer empathyAdaptability