Technical Support Engineer- Voice
Because you belong at Twilio
The Who, What, Where and Why
Twilio is looking for a Technical Support Engineer to join the U.S. Voice Specialization team, supporting our customers’ use of Twilio’s Programmable Voice and SIP Trunking products. You will function as the voice of Twilio to our customers and partners, and function as a subject matter expert for Twilio’s Voice APIs.
You should be excited by opportunities to problem solve and demonstrate a high competency in communicating complex technical issues to both technical and non-technical audiences via phone and email mediums. You should have an interest in reading and debugging code, and be able to master the design of applications for controlling voice calls via our REST API. You should also have advanced time management skills, have the ability to work well under pressure, and be proficient at developing workflows to coordinate troubleshooting of multiple complex cases while following standard processes and procedures. You should be able to remain calm and effective at higher workloads as well as excelling at prioritization and evaluation of situational urgency.
You should have telecommunications and VOIP troubleshooting experience. For example, you may have implemented, deployed and/or maintained/supported Avaya/Cisco/or similar platforms of significant size. Alternatively, you may have experience building and supporting voice communications applications.
Continuous learning and collaboration essential elements of our Support Team, and we place a high value on demonstrated ability to work in tandem, mentor, and coach other members of the team in technical and process aspects of their jobs.
A regular day in the life of a Voice Technical Support Engineer at Twilio would consist of working on 8-10 new cases plus cases in-progress from previous days, submitted by both individual developers and major brands. Some examples include: examining packet capture data and engaging one of our carriers to resolve a one-way audio issue in Germany, providing advice to a customer whose web server is not responding to HTTP requests from Twilio, and calling a customer to discuss the design of a function for transfering calls between agents in a call center. Internally, you will be collaborating with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs, spending time reviewing internal knowledge bases to stay current with industry shifts and standards, and working with your manager to surface customer pain points to assist in process betterment.
Note: This role can be Monday-Friday Or Tuesday-Saturday.
Twilio is a company that is empowering the world’s developers with modern communication in order to build better applications. We only succeed at Twilio when our customers succeed. An outstanding customer experience with both our products and our service is an integral part of why customers choose Twilio, and your role is critical in ensuring the success of our company.
Twilio is truly unique; we are a company committed to your growth, your learning, your development and your entire employee experience. We only win when our employees succeed and we're dedicated to helping you develop your strengths. We invest in weeks dedicated to tackling hard problems and creating your own ideas. We have a cultural foundation built on diversity, inclusion and innovation and we want you and your ideas to thrive at Twilio. Come join us.
While working remote, you will still enjoy our incredible perks: free Kindle when you build your Twilio app, monthly Kindle book reimbursement, monthly gym reimbursement, unlimited PTO, bi-weekly All Hands and more. What you will also get to experience is a company that believes in small teams for maximum impact; that strives to balance work and home life, that understands that this is a marathon, not a sprint; that continuously and purposefully builds an inclusive culture where everyone is able to do and be the best version of themselves. We seek people who naturally demonstrate our values, who are challenged by problems, empower others to thrive, people who can draw the owl and not be beholden to one playbook.
Twilio's mission is to fuel the future of communications. Developers and businesses use Twilio to make communications relevant and contextual by embedding messaging, voice and video capabilities directly into their software applications. Founded in 2008, Twilio has over 650 employees, with headquarters in San Francisco and other offices in Bogotá, Dublin, Hong Kong, London, Madrid, Mountain View, Munich, New York City, Singapore and Tallinn.
Twilio is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal opportunity regardless of race, color, ancestry, religion, gender, gender identity, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or Veteran status and operate in compliance with the San Francisco Fair Chance Ordinance. #LI-POST
See Inside the Office of Twilio
Launched in 2008, Twilio simplifies business communication across applications—supplying developers with the highly competent tools needed to develop customer-centric phone, VoIP, and messaging systems on its global cloud API platform. From online restaurant bookings to tech support call center networks, Twilio's flexible technology lets companies construct personalized business solutions that enhance customer-service interaction and profitability.
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