Technical Support Engineer 2 (JavaScript/APIs)

Location: Remote, based in Colombia; occasional travel may be required for in-person project or team meetings.

Company

Twilio provides communications solutions that help businesses and developers create personalized customer experiences through its platform, APIs, and SDKs.

What you will do

• Support customers and partners using Twilio’s platform, APIs, and SDKs.
• Troubleshoot complex full-stack JavaScript, network connectivity, QoS, SIP, VoIP, and IP telephony issues.
• Work with developers, architects, and support personnel to resolve high-impact technical problems.
• Collaborate with Product and Engineering teams through Slack and report reproducible bugs in JIRA.
• Provide customer feedback and identify pain points to support process improvements.
• Participate in a five-day roster that may include weekends and holidays.

Requirements

• 2+ years of technical support experience or similar relevant experience.
• Full-stack JavaScript technical support experience, including troubleshooting server-side and client-side code.
• Understanding of object-oriented programming, SQL, APIs, HTTP, and RESTful services.
• Experience troubleshooting TCP/UDP connectivity issues and basic SSL/TLS concepts.
• Experience troubleshooting SIP, VoIP, and IP telephony issues.
• Strong written and verbal communication skills, with the ability to explain complex technical issues to technical and non-technical audiences.

Nice to have

• Experience with Node, C#, Java, Python, React, or serverless Lambda applications.
• Experience with native or mobile applications and contact center products.
• Experience troubleshooting cloud solutions and RESTful technologies.

Culture & Benefits

• Remote-first work with occasional in-person team gatherings, off-sites, or customer meetings.
• Competitive pay and generous time off.
• Parental and wellness leave, healthcare, and a retirement savings program.
• Opportunities to contribute to community volunteering and donation initiatives.

Hiring process

• Twilio uses artificial intelligence to support hiring efficiency, while final decisions are made by people.
• Formal interviews are part of the hiring process.