See yourself at Twilio

Join the team as our next Technical Support Engineer, Voice

Who we are & why we’re hiring

Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.

Although we're headquartered in San Francisco, we're on a journey to becoming a globally antiracist company that supports diversity, equity & inclusion wherever we do business. We employ thousands of Twilions worldwide, and we're looking for more builders, creators, and visionaries to help fuel our growth momentum.

About the job

Twilio is looking for a Technical Support Engineer - Voice to join our EMEA team supporting our customers’ with their Programmable Voice issues. You will function as the voice of Twilio to our customers and partners and function as a subject matter expert for Twilio’s platform.

We’re looking for someone who is excited by solving tough problems and enjoys helping others work through complex technical issues. You’re a strong communicator to both technical and non-technical audiences via phone or email and you’re able to empathize with frustrated customers from all backgrounds. You enjoy collaborating with colleagues on your team, help them with the day to day challenges, and are able to contribute ideas on how to improve the team’s work.

You should have a firm understanding of the technology stacks common to the Web ecosystem and experience in a telecom environment. (For example, you’ve implemented, deployed and/or maintained/supported Avaya/Cisco/OpenVBX/or similar platforms of significant size in the past). You’ve got strong time management skills, work well in a fast paced environment, and are efficient at getting work done while still following standard processes and procedures.

Who?

Twilio is looking for new Technical Support Engineers to join our EMEA Voice Support team. We are seeking candidates with a consistent record of providing outstanding technical support, who have expertise with VOIP/SIP/IP-PBXes, REST APIs, and the development of web and mobile applications.

  • 2+ years of experience in a client-facing, technical role.
  • Past telecom experience, including knowledge of SIP and IP Telephony protocols, and experience using packet capture tools (e.g. Wireshark).
  • experience troubleshooting VoIP and SIP issues, and configuring PBX.
  • Ability to address customer concerns and provide feedback in a friendly, diplomatic and empathetic way; you treat customer problems like your own.
  • Ability to help, train and mentor team-members, and advise on improvements for the Voice product. 
  • Ability to make sound decisions quickly and efficiently.
  • Experience with troubleshooting and resolving QoS (Quality of Service) issues, including escalations to third parties.
  • Strong knowledge of RESTful API’s with the ability to understand and troubleshoot issues with cloud solutions.
  • Skilled in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS. Bonus: an understanding of WebRTC.
  • Third level qualification in Computer Science, Network Engineering, or a related discipline, or relevant experience related to this position.
  • Bonus: strong written and verbal communication skills in multiple languages (German, French, Spanish, Italian...)

Responsibilities

Twilio is looking for new Technical Support Engineers to join our EMEA Voice Support team. We are seeking candidates with a consistent record of providing outstanding technical support, who have expertise with VOIP/SIP/IP-PBXes, REST APIs, and the development of web and mobile applications.

  • You will help customers solve their technical challenges through tickets, phone calls, and chat conversations
  • You will interact, collaborate and network with other departments in Twilio in your search for solutions that our customers need.
  • You will work cross functionally with Engineering, Product Management and Sales. Sometimes you will work with similar cross-functional teams from partner organizations.
  • Twilio operates a 24/7 support model. You will always work the morning shift, but the ability to occasionally work weekends and holidays (as needed) is required. When working a weekend shift, you still get 2 days off per week.  

 

Qualifications 

  • 4+ years of experience in a client-facing, technical role.
  • Past telecom experience, including knowledge of SIP and IP Telephony protocols, and experience using packet capture tools (e.g. Wireshark).
  • 2+ years of experience troubleshooting VoIP and SIP issues, and configuring PBX.
  • Ability to address customer concerns and provide feedback in a friendly, diplomatic and empathetic way; you treat customer problems like your own.
  • Ability to help, train and mentor team-members, and advise on improvements for the Voice product. 
  • Ability to make sound decisions quickly and efficiently.
  • Experience with troubleshooting and resolving QoS (Quality of Service) issues, including escalations to third parties.
  • Strong knowledge of RESTful API’s with the ability to understand and troubleshoot issues with cloud solutions.
  • Skilled in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS. Bonus: an understanding of WebRTC.
  • Third level qualification in Computer Science, Network Engineering, or a related discipline, or relevant experience related to this position.
  • Bonus: strong written and verbal communication skills in multiple languages (German, French, Spanish, Italian...)What We Offer

There are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

Twilio thinks big. Do you?

We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.

So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now!

If this role isn't what you're looking for, please consider other open positions.

#LI Post

Twilio is proud to be an equal opportunity employer. Twilio is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.

Twilio is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at accommodation@twilio.com.

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