Technical Support Engineer 2

As a Technical Support Engineer 2 at Twilio, your responsibilities include providing support for Programmable Voice and Elastic SIP Trunking to both individual developers and major brands across multiple channels such as email, phone, and chat. You'll troubleshoot voice connectivity, audio quality, and application-level issues while collaborating with your team and Twilio's Product and Engineering teams. Additionally, you'll report reproducible voice bugs, update the internal knowledge base, and work with your manager to improve customer experiences.

Twilio is looking for candidates with at least 2 years of experience in client-facing technical roles, along with a background in telecom, particularly knowledge of SIP and IP Telephony protocols. You should have experience troubleshooting VoIP and SIP issues, configuring PBX, and an understanding of RESTful APIs. Strong communication skills and an empathetic approach to customer service are crucial to succeed in this role.

In the role of Technical Support Engineer 2 at Twilio, several skills are particularly valued, including your ability to troubleshoot Quality of Service (QoS) issues, proficiency in working with packet capture tools like Wireshark, and familiarity with networking concepts such as TCP/UDP and SSL/TLS. Moreover, having excellent communication skills and the capability to make sound decisions quickly will set you apart in supporting customers effectively.

Twilio places a strong emphasis on the professional growth of Technical Support Engineers. You will have opportunities to collaborate with the Product and Engineering teams, participate in discussions about product improvements, and engage in continuous learning through updates to the knowledge base. Additionally, Twilio encourages employees to bring unique experiences to the team, providing a platform for you to share insights and improve processes.

As a Technical Support Engineer 2 at Twilio, you can expect a remote, supportive, and inclusive work environment. Twilio fosters a culture of connection and teamwork, encouraging collaboration with colleagues across different departments. This allows you to communicate your ideas, seek assistance in resolving complex issues, and contribute to a vibrant team that values diverse experiences, ultimately making a global impact together.

In preparing for this interview, be ready to detail your hands-on experience with VoIP and SIP protocols. Discuss specific examples where you've successfully troubleshot issues or configured services, highlighting your knowledge of packet capture tools like Wireshark. Mention any relevant projects or roles that demonstrate your technical proficiency and problem-solving skills in real-world scenarios.

When answering this question, share your strategy for prioritizing support requests based on urgency and impact. Mention how you evaluate the complexity of each ticket and customer needs to provide timely solutions. Discuss tools or methodologies you use to manage your workload, such as categorizing tickets or using a ticketing system like JIRA or Zendesk.

When responding to this question, select a specific challenge you've faced in a previous role. Clearly outline the issue, how you approached troubleshooting, the steps you took to resolve it, and the outcome. This response highlights your analytical and problem-solving skills and your ability to communicate complex information effectively to non-technical stakeholders.

In your answer, discuss the importance of accurate documentation in technical support. Explain the tools you use, such as JIRA, and your process for reporting bugs, including capturing all necessary details, steps to reproduce the issue, and appropriate tagging. This showcases your attention to detail and understanding of effective communication within a team environment.

To ensure customer satisfaction, emphasize your approach to providing personalized support. Talk about actively listening to customers, validating their concerns, and offering clear solutions. Share a specific instance where you followed up with a customer to ensure their issue was completely resolved and how you incorporate feedback into your support approach.

When discussing your experience with RESTful APIs, provide examples of how you've used them in previous positions. Talk about specific projects where you integrated with APIs, any particular challenges you faced, and how you overcame them. Highlight your ability to troubleshoot API-related issues, showcasing your technical knowledge and experience.

In your response, explain your commitment to staying informed about industry trends. Mention resources you utilize, such as online articles, forums, webinars, or community events. Discuss the importance of continuous learning in your role and how it contributes to your ability to deliver high-quality support.

Share an example where you identified an area for improvement, either in a product or a support process. Detail how you communicated this suggestion to your team and any relevant stakeholders and the outcomes that followed. This demonstrates your proactive approach and commitment to enhancing the customer experience.

Discuss techniques you use to manage stress, such as staying organized, prioritizing tasks, and effective communication with your team. Share how you maintain a positive attitude and focus on problem resolution, even during busy periods, to ensure that customer support remains consistent and effective.

In answering this question, express your enthusiasm for Twilio's commitment to innovation and customer service. Highlight how your skills align with the company's goals, and mention your love for problem-solving and making an impact in a remote work environment. This will show your genuine interest in contributing to the company and team dynamic.