Support Engineer

• 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.

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