Remote - Ireland
Remote
Mid Level
Full Time
remotetechnical supportcustomer successjavascriptapivoip
Requirements
- •2+ years of Technical Support Experience or similar relevant experience
- •Full-Stack Javascript Tech Support experience with troubleshooting server-side code (Node.js, C#, Java, or Python) and client-side code (JavaScript)
- •Good understanding of Object-Oriented Programming (OOP) concepts
- •Basic understanding of SQL and query-writing skills
- •Good understanding of APIs, HTTP Protocol, and RESTful services
- •Skills in troubleshooting network connectivity issues, understanding TCP/UDP and basics of SSL/TLS
- •Experience troubleshooting SIP, VoIP, and IP telephony issues
- •High competency in communicating complex technical issues to technical and non-technical audiences via phone or email
- •Ability to empathize with customers and demonstrate dedication to customer experience
- •Excellent written and verbal communication skills
What You'll Do
- •Address customer issues using technical and diplomatic skills
- •Provide customer feedback to Product and Engineering teams
- •Work with customers' and partners' developers, architects, and support personnel to resolve complex problems
- •Troubleshoot and resolve Quality of Service (QoS) issues
- •Collaborate with teammates and Product and Engineering teams via Slack and JIRA
- •Review internal knowledge to stay current on industry shifts and standards
- •Assist manager in process improvements by surfacing customer pain points
- •Support customers on holidays to ensure needs are met
Nice to Have
- •Serverless (Lambda) experience
- •Expertise with native and mobile applications
- •Experience troubleshooting contact center products
- •Good knowledge of RESTful technology and cloud solutions troubleshooting
- •Understanding of WebRTC
- •Experience working collaboratively with team members in different geographic locations and time zones
- •Advanced time management skills and ability to work well under pressure
- •Ability to influence and build effective working relationships at all levels
- •Interest in utilizing customer feedback to drive product improvements
Benefits
- •Competitive pay
- •Generous time off
- •Ample parental and wellness leave
- •Healthcare
- •Retirement savings program
About Twilio
Twilio is a cloud communication company that enables users to use standard web languages to build voice, VoIP, and SMS apps via a web API.
San Francisco, CA, US
5000 - 10000
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