Technical Support Engineer 3

Who you are

You have a consistent record of providing outstanding technical support, demonstrating your ability to troubleshoot complex issues effectively. Your experience with VOIP, SIP, and IP-PBXes has equipped you with the skills necessary to assist customers in a fast-paced environment. You are familiar with REST APIs and have a background in the development of web and mobile applications, which allows you to understand the technical needs of developers and businesses alike. You thrive in a collaborative setting, working closely with teams to ensure customer satisfaction and resolve issues promptly. Your communication skills are top-notch, enabling you to convey technical information clearly to both technical and non-technical audiences. You are adaptable and eager to learn, always looking for ways to improve your skills and contribute to the team's success.

What you'll do

As a Technical Support Engineer 3 at Twilio, you will be part of the APAC Voice Support team, where you will handle inquiries from both individual developers and major brands. Your primary responsibility will be to assist customers with troubleshooting voice connectivity and audio quality issues through various communication channels, including email, phone, and chat. You will work on Programmable Voice and Elastic SIP Trunking, ensuring that customers receive timely and effective support. You will also collaborate with engineering teams to escalate and resolve complex technical issues, providing feedback to improve product functionality and customer experience. Your role will involve documenting solutions and creating knowledge base articles to help streamline support processes. You will participate in training sessions to stay updated on new features and technologies, ensuring that you can provide the best support possible. Your contributions will directly impact customer satisfaction and the overall success of Twilio's voice solutions.

What we offer

At Twilio, we foster a remote-first work culture that emphasizes connection and inclusion. You will be part of a vibrant team that values diverse experiences and perspectives. We offer competitive compensation and benefits, along with opportunities for professional growth and development. You will have access to resources and training to enhance your skills and advance your career. Our commitment to innovation means you will be working with cutting-edge technologies in the communications space, making a meaningful impact on how businesses interact with their customers. Join us and be part of a team that is shaping the future of communications.