Technical Support Engineer

Required:

• 2+ years of experience in a client-facing, technical role.
• Past telecom experience, including troubleshooting SMS issues.  
• 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 our Programmable Messaging 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: fluent in a second European language German, French, Spanish, Italian
• Third level qualification in Computer Science, Mathematics or a related discipline, or relevant experience related to this position.
• Working hours: EMEA shift

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 hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!