Technical Support Expert 3 - Voice Team

As a Technical Support Engineer 3 - Voice at Twilio, you’ll be responsible for troubleshooting and resolving issues related to Programmable Voice and Elastic SIP Trunking. You'll assist customers through various communication channels and guide them in developing their voice applications. Collaboration is key, as you will work closely with your team and engage with Twilio Product and Engineering teams to address customer concerns effectively.

Candidates for the Technical Support Engineer 3 - Voice position at Twilio should have over 4 years of experience in a client-facing, technical role, with specific knowledge of SIP and IP Telephony protocols. Additionally, a strong background in troubleshooting VoIP and configuring PBXs is essential. Familiarity with tools like packet capture applications is a plus. A demonstrated ability to empathize with customers and efficiently solve their technical challenges is critical.

Twilio seeks candidates who are passionate problem-solvers with excellent communication skills, capable of explaining technical issues to both technical and non-technical audiences. You should be comfortable working in a fast-paced environment, demonstrating strong time management skills. A willingness to collaborate with different teams at Twilio while contributing to process improvements is also essential.

The remote work model at Twilio allows Technical Support Engineer 3 - Voice team members to work from anywhere in Colombia, providing flexibility and work-life balance. However, as Twilio operates on a 24/7 support model, candidates must be available to work fixed schedules, including weekends and holidays, ensuring continuous support for our global customers.

At Twilio, there's a rich ecosystem of learning and development opportunities. As a Technical Support Engineer 3 - Voice, you’ll be part of an innovative team and have direct access to industry-leading tools and resources. With a strong focus on employee empowerment, Twilio encourages its engineers to continuously enhance their skills and advance through various career paths within the company.

Highlight your specific experiences with VoIP and SIP technologies, mentioning any projects where you've configured PBXs or resolved related issues. Discuss your familiarity with industry standards and best practices, and how you have used these technologies in practical scenarios to support customers.

Explain your approach to prioritization, emphasizing the importance of assessing the impact and urgency of each ticket. Share any tools or strategies you use to track and manage your workload effectively while ensuring timely responses to customers.

Provide a specific example that showcases your problem-solving skills, emphasizing clear communication with the customer and how you guided them to a solution. Focus on your technical acumen and how you utilized resources or teamwork to resolve the issue.

Discuss your commitment to empathy and understanding the customer's situation. Share your methods for following up with customers to verify their satisfaction after resolving an issue and how you gather feedback to improve future interactions.

Outline a systematic approach to troubleshooting connectivity issues, including gathering information from the customer, performing tests, and analyzing logs. Mention your experience with tools like Wireshark, as well as your ability to communicate findings to clients effectively.

Describe your familiarity with RESTful APIs, including specific projects where you've used them to integrate services or resolve issues. Explain how understanding API function can enhance your ability to support customers by diagnosing and troubleshooting their applications.

Discuss your understanding of QoS and its factors, explaining how it can affect voice quality. Share examples of how you've identified and resolved QoS-related issues in past roles and the impact that had on customer satisfaction.

List and explain the tools you have used for troubleshooting, such as packet capture programs, ticketing systems, and monitoring tools. Highlight how you apply these tools to enhance your efficiency and accuracy when addressing technical issues for clients.

Emphasize your commitment to continuous learning through attending webinars, following industry blogs, and participating in professional communities. Discuss how this knowledge helps you provide better support and solutions to customers.

Express your enthusiasm for the role and any personal alignment you have with Twilio's values and mission. Discuss what you find exciting about Twilio’s products and how you can contribute to its success while enhancing your career in the process.