Support customers’ use of the Twilio platform, ensuring the best experience
Function as the voice of Twilio to customers and partners
Operate as a subject matter expert for Twilio’s APIs and SDKs
Work with developers, architects, and support personnel to resolve complex problems
Leverage experience with troubleshooting Quality of Service (QoS) issues
Collaborate with teammates and the Twilio Product and Engineering teams via Slack
File JIRAs to report reproducible bugs
Review internal knowledge to stay current on industry shifts and standards
Assist in process improvements by surfacing customer pain points
Support customers on holidays to ensure needs are met

2+ years of Technical Support Experience or similar relevant experience
Full-Stack Javascript Tech Support experience with capabilities to troubleshoot server-side code (bonus would be either of: Node.js, C# or Java or python) and client-side code (JavaScript). React.js is a bonus.
A good understanding of OOP concepts
Skills in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS.
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.

Technical Support Expert 2

Key skills