Technical Support Engineer
- Talent Zone Consultant
- 2 to 5 Yrs
- Bengaluru
- 1 year ago
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Job Description
This role reports to a Manager, Technical Support and will be based in our new Bengaluru office. This position requires working in a shift. The current shift timings for shift based roles supporting our APAC/ EMEA customers is 0hidden_mobile IST.
This position also includes rostering. Rosters will be of a 5 day work week, and could include one or both weekend days. (Mon-Fri, Tue-Sat or Sun-Thu).
Responsibilities
In this role, you will:
- WEAR THE CUSTOMER S SHOES: Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio s Product and Engineering teams.
- Be ready to assist our customers when they need us. This position may require working an irregular shift, including the weekend (Shifts are subject to change based on evolving team and customer needs).
- BE INCLUSIVE: Work with our customers and partners developers, architects, and support personnel to resolve complex problems with potentially very costly and far-reaching consequences.
- BE AN OWNER: Collaborate with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs.
- WRITE IT DOWN: Review and contribute to internal knowledge bases and external technical resources to stay current on industry shifts and standards.
Qualifications
Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having desired qualifications make for a strong candidate, we encourage applicants with alternative experiences to also apply. If your career is just starting or hasnt followed a traditional path, dont let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!
Required
- Broad and deep capabilities to troubleshoot server-side code (C#, Java, Node.js, Ruby, or PHP) and client-side code (JavaScript, Android, iOS). A good understanding of OOP is necessary. Expertise with both native and mobile applications is a great bonus.
- Good knowledge of RESTful technology, previous work with APIs and ability to understand and solve issues with cloud solutions.
- Skills in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS. Bonus: Understanding of WebRTC would be a HUGE plus.
- High competency in communicating complex technical issues to both technical and non-technical audiences via phone or email mediums.
- Ability to stand in the customer s shoes and demonstrate dedication to the customer experience.
- Excellent written and verbal communication skills.
- Excellence in task prioritization and evaluation of situational urgency.
Desired
- Experience working collaboratively with team members in different geographic locations and time zones.
- Advanced time management skills, ability to work well under pressure, and proficiency at developing workflows to increase troubleshooting efficiency while still following standard processes and procedures.
- Ability to influence and build effective working relationships with all levels of the organization.
- Interest in utilizing customer feedback to identify and drive improvements in our products.
Employement Category:
Employement Type: Full timeIndustry: IT - Software
Role Category: General / Other Software
Functional Area: Not Applicable
Role/Responsibilies: Technical Support Engineer
Contact Details:
Company: TwilioLocation(s): Bengaluru
Keyskills: troubleshooting networking lan technical support data solutions
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