Sr. Technical Support Engineer

You will help customers understand the finer points of Twilio capabilities and influence them to implement best practices.

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.

You will help us understand customer trends, documenting and reporting what you observe to the management team in order to better improve our support process.

You might be asked to serve as a Technical Account Manager for our largest enterprise customers and partners. They will look to you for technical guidance.

* 5+ years experience in a client-facing technical role. * Ability to diplomatically address customer concerns and provide feedback. * A firm understanding of the technology stacks common to the Web ecosystem. A demonstrated history of creating non-trivial applications in Java, .Net, Ruby, Python, PHP, Javascript or some other modern, general purpose programming language. Much of Twilio’s functionality is exposed as REST APIs. * You are good at and enjoy debugging other people’s code. * Solid understanding of computer networking. * Experience with troubleshooting and resolving QoS (Quality of Service) issues. * Experience working with team members in different geographic locations and timezones. * Telecomm experience preferred. For example, you have implemented, deployed and/or maintained/supported Avaya/Cisco/OpenVBX/or similar platforms of significant size. * Knowledge of IP Telephony protocols a plus. * Twilio operates a 24/7 support model so the ability to work weekends and holidays (as needed) may be required. * You hold a Bachelor’s degree or have equivalent work experience. Apply at: http://grnh.se/6rjhmt