Technical Support Engineer 2
Remote · India or IN
Job Summary
Technical Support Engineer 2 (APJ) at Twilio is a remote-role based in India (remote-first) supporting customers’ use of Twilio’s platform. Responsibilities include addressing customer issues, acting as the voice of Twilio to customers and partners, serving as a SME for Twilio’s APIs and SDKs, collaborating with developers, architects, and support personnel to resolve complex problems, troubleshooting QoS, reporting bugs, staying current on industry standards, aiding process improvements, and providing holiday support to meet customer needs. Required qualifications emphasize 2+ years of technical support, full-stack JavaScript support experience (Node.js, React.js, and optionally C#, Java, or Python), OOP, SQL, APIs/REST, TCP/UDP, SSL/TLS, SIP/VoIP/IP telephony, and strong communication skills; the role values collaboration across geographies and time zones and may involve travel for in-person meetings.
Required Qualifications
- 2+ years of Technical Support Experience or similar relevant experience
- Full-Stack Javascript Tech Support experience with capabilities to troubleshoot server-side code (Node.js, C# or Java or Python) and client-side code (JavaScript)
- 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
- Desired: Understanding of WebRTC
- Experience working collaboratively with team members in different geographic locations and time zones
- Advanced time management skills, ability to work well under pressure, and proficiency at developing workflows to increase troubleshooting efficiency while still following standard processes and procedures
- Ability to influence and build effective working relationships with all levels of the organization
- Interest in utilizing customer feedback to identify and drive improvements in our products
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