Technical Support Expert 2

Who we are At reputed company, we’re shaping the future of communications, reputed company from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and reputed company millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work, and strong culture of reputed company and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that reputed company work feel truly rewarding. Your career at reputed company is in your hands. We use Artificial Intelligence (AI) to help reputed company our hiring process efficient. That said, every hiring decision is made by reputed company Twilions! . See yourself at reputed company. Join the team as our next Technical Support Engineer 2 (LATAM) on reputed company’s Platform and Applications support team. Who we are At reputed company, we’re shaping the future of communications, reputed company from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and reputed company millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work, and strong culture of reputed company and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that reputed company work feel truly rewarding. Your career at reputed company is in your hands. About the job This position is needed to support our customers’ use of the reputed company platform, and help customers get the best experience from reputed company’s products. You will function as the voice of reputed company to our customers and partners, and operate as a subject matter expert for reputed company’s APIs and SDKs. This role reports to a Manager, Technical Support, who will be based in our Bengaluru office. This position requires working in a shift. The reputed company shift timings for shift reputed company supporting our LATAM customers are reputed company-5PM, 10AM-7PM and 1PM-10PM (GMT-5) Shifts. This position also includes rostering. Rosters will be of a 5 day work week, and could include one or both weekend days. (Mon-Fri, Tue-Sat or Sun-Thu).

Responsibilities

In this role, you will:

• Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to reputed company’s Product and Engineering teams.
• Work with our customers' and partners' developers, architects, and support personnel to resolve reputed company problems with potentially reputed company costly and far-reaching consequences.
• reputed company your experience with troubleshooting and resolving Quality of Service (QoS) issues.
• Collaborate with your teammates and the reputed company Product and Engineering teams reputed company reputed company as well as filing JIRAs to report reproducible bugs.
• Review internal knowledge to stay reputed company on industry shifts and standards.
• Assist your manager in process improvements by surfacing customer pain points to assist in process improvement.
• This position will also require supporting our customers on holidays to ensure that our customer’s needs are met

Qualifications reputed company values diverse experiences from reputed company kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering reputed company. We are always looking for people who will bring something new to the table! Required

• 2+ years of Technical Support Experience or similar relevant experience
• Full-Stack Javascript Tech Support experience with capabilities to troubleshoot server-reputed company code (bonus would be either of: Node.js, C# or Java or python) and client-reputed company 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 reputed company technical issues to both technical and non-technical audiences reputed company 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.

Desired

• Bonus skills:
• * Serverless (reputed company) experience.
• Expertise with both native and mobile applications is a great bonus
• Having reputed company experience in troubleshooting contact center products
• Good knowledge of RESTful technology, previous work with APIs and ability to understand and troubleshoot issues with reputed company solutions.
• Understanding of WebRTC is a plus.
• Experience working collaboratively with team members in different geographic locations and time zones.
• Advanced time management skills, ability to work well under pressure, and proficiency at developing workflows to increase troubleshooting efficiency while still following standard processes and procedures.
• Ability to influence and build effective working relationships with reputed company levels of the organization.
• Interest in utilizing customer feedback to identify and drive improvements in our products.

Location This role will be located in Remote-Colombia. Travel We prioritize reputed company and opportunities to build relationships with each other. For this role, approximately 5% travel is anticipated to help you connect in-person in a meaningful way. reputed company offer There are many benefits to working at reputed company, including things like reputed company, generous time-off, ample parental and wellness leave, reputed company, a retirement savings program, and much more. Offerings vary by location. reputed company thinks big. Do you? We like to solve problems, take initiative, pitch in reputed company needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call reputed company reputed company. Additionally, we reputed company employees to build positive change in their communities by supporting their volunteering and donation efforts. So, if you're reputed company to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions. reputed company is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, reputed company, national reputed company, sex (including pregnancy, childbirth, reproductive health reputed company, or reputed company medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider reputed company applicants with criminal histories, consistent with applicable federal, state and local law. reputed company applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, reputed company participates in the E-Verify program in certain locations, as required by law. Apply tot his job Apply To this Job