Technical Support Engineer – Level 2

🔥 0 minutes ago

🇨🇴 Colombia – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

🚫👨‍🎓 No degree required

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Twilio

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

🔌 API

🤝 B2B

API • B2B

Twilio is a leading provider of cloud communications services that enables developers to build innovative communication solutions. Founded in 2008, Twilio has democratized access to communication channels such as voice, text, chat, video, and email through easy-to-use APIs. With headquarters in San Francisco and a global presence, Twilio empowers organizations of all sizes to engage effectively with their customers by integrating these communication capabilities into their applications.

📋 Description

• Support customers’ use of the Twilio platform and help them get the best experience from Twilio products • Serve as the voice of Twilio to customers and partners and operate as a subject matter expert for Twilio APIs and SDKs • Address customer issues and provide feedback to Product and Engineering teams • Work with customers’ and partners’ developers, architects, and support personnel to resolve complex problems • Troubleshoot and resolve Quality of Service (QoS) issues • Collaborate with teammates and Product and Engineering teams via Slack • File JIRAs to report reproducible bugs • Review internal knowledge to stay current on industry shifts and standards • Assist the manager with process improvements by surfacing customer pain points • Support customers on holidays to ensure their needs are met

🎯 Requirements

• 2+ years of Technical Support Experience or similar relevant experience • Full-Stack Javascript Tech Support experience with capabilities to troubleshoot server-side code; bonus experience with Node.js, C#, Java, or Python; client-side JavaScript; React.js is a bonus • 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 communicating complex technical issues to technical and non-technical audiences via phone or email • Ability to demonstrate dedication to the customer experience • Excellent written and verbal communication skills • Rostering availability for a 5-day work week, potentially including one or both weekend days and holidays

🏖️ Benefits

• Competitive pay • Generous time off • Ample parental and wellness leave • Healthcare • Retirement savings program • Remote-first work • Occasional travel to participate in project or team in-person meetings • Employee volunteering and donation support