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13 Segment System Jobs
Technical Support Engineer 2
Segment System
posted 3d ago
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Job Description
Twilio is looking for new Technical Support Engineers to join our APAC Voice Support team. We are seeking candidates with a consistent record of providing outstanding technical support, who have experience with VOIP/SIP/IP-PBXes, REST APIs, and the development of web and mobile applications.
Responsibilities
In this role, you will:
- Work on Programmable Voice and Elastic SIP Trunking submitted by both individual developers and major brands via multiple communications channels (email, phone, chat).
- Assist customers with troubleshooting voice connectivity, audio quality, application-level and networking issues.
- Speak with customers in order to guide them through the development of their voice application.
- Collaborate with your teammates and the Twilio Product and Engineering teams via Slack, Jira and Zoom.
- Report reproducible Voice bugs and review our internal knowledge base to stay up to speed with industry shifts and standards.
- Work with your manager to surface customer problems and assist in process betterments.
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
- 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).
- 1+ 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 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.
- 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.
- Twilio provides 24/7 support, requiring availability to work on weekends and holidays from 6:30 AM to 3:30 PM India Standard Time.
Desired
- Excellent written and verbal communication skills.
- Previous experience or knowledge of Twilio products.
- Previous experience with IP-PBX configuration.
- Previous experience with JIRA, Zendesk, or similar ticketing systems.
Employment Type: Full Time, Permanent
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