Technical Support Expert 2, Programmable Voice
Twilio
CloudVoIP
Technical Support Expert 2 – Programmable Voice
Twilio
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇨🇴 Colombia
Visit company websiteJob Level
JuniorMid-Level
Tech Stack
CloudVoIP
About the role
- Work on Programmable Voice and Elastic SIP Trunking submitted by both individual developers and major brands via email, phone, and chat.
- Assist customers with troubleshooting voice connectivity, audio quality, application-level and networking issues.
- Speak with customers to guide them through the development of their voice application.
- Collaborate with teammates and the Twilio Product and Engineering teams via Slack, Jira and Zoom.
- Report reproducible Voice bugs and review 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.
- Help customers solve their technical challenges through tickets, phone calls, and chat conversations.
- Interact, collaborate and network with other departments in Twilio to find solutions.
- Participate in a 24/7 support model and work scheduled weekend/holiday shifts.
- Travel occasionally to participate in project or team in-person meetings.
Requirements
- 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).
- 1+ years of experience troubleshooting VoIP and SIP issues, and configuring PBX.
- Ability to address customer concerns and provide feedback in a friendly, diplomatic and empathetic way.
- Ability to advise on improvements for the Voice product.
- Experience with troubleshooting and resolving QoS (Quality of Service) issues, including escalations to third parties.
- 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.
- Network Engineering, or a related discipline, or relevant experience related to this position.
- Ability to work weekend and holiday hours (Sunday-Thursday 9am-6pm Pacific Time / Tuesday-Saturday 9am-6pm Pacific Time).
- Desired: Excellent written and verbal communication skills.
- Desired: Previous experience or knowledge of Twilio products.
- Desired: Previous experience with IP-PBX configuration.
- Desired: Previous experience with JIRA, Zendesk, or similar ticketing systems.
Benefits
- competitive pay
- generous time off
- ample parental and wellness leave
- healthcare
- a retirement savings program
- remote-first work and strong culture of connection and global inclusion
- support for volunteering and donation efforts
- occasional travel for in-person meetings
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
SIPIP TelephonyVoIP troubleshootingPBX configurationQoS (Quality of Service)RESTful APIsnetwork connectivity troubleshootingTCPUDPWebRTC
Soft skills
customer servicediplomatic communicationempathyproblem-solvingcollaborationwritten communicationverbal communication
