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Programming Voice Support Engineer

Objective

Are you ready to demonstrate a high competency in communicating complex technical issues? We are looking for new Engineers to join our USA Voice Support team. We are seeking candidates with a proven record of providing outstanding technical support, and ideal candidates will have expertise with VOIP/SIP/IP-PBXes, REST APIs, and the development of web and mobile applications.

Hard skills
  • Advanced English Speaker. Fluent in verbal and written English. High Proficiency level (85 %>) (must).
  • Schedule flexibility (must).
  • “Familiarity with SIP and IP Telephony protocols and the use of packet capture tools (e.g.Wireshark) to identify irregularities” (must).
  • Deep capabilities to troubleshoot server-side code (C#, Java, Node.js, Ruby, or PHP) and client-side code (JavaScript, Android, iOS).
  • A good understanding of OOP is necessary. Expertise with both native and mobile applications is a great bonus (must).
  • Bachelor’s degree or equivalent work experience in technical Associate Certification (CCNA, Linux, AWS, Azure, Juniper, etc) (must).
Soft skills
  • Interest in utilizing customer feedback to identify and drive improvements in our products.
  • Enthusiasm for interacting and collaborating with other departments within Twilio in your search for the solutions our customers need.
  • Ability to stand in the customer’s shoes and demonstrated dedication to the customer experience.
  • 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.
  • Excellence in task prioritization and evaluation of situational urgency.
Responsibilities

Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams.

Work with our customers’ and partners’ developers, architects, and support personnel to resolve complex problems with potentially very costly and far-reaching consequences.

Be available to support our customers on holidays to ensure that our customer’s needs are met.

Collaborate with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs.

Review internal knowledge to stay current on industry shifts and standards.

Benefits
  • Work from Home.
  • Growth Opportunities.
  • Private Insurance.

Explore the benefits we have for you!


Our collaborators can enjoy many great benefits.

Flexible schedules

Our teams have schedules that adapt to your needs. Rest assured that we have the right one for you, even if you are studying.

Development

We think about your professional growth, so at SYKES we have specific career plans to develop your skills day by day.

Compensation and benefits

Our collaborators can take advantage of discounts and agreements in universities, restaurants, among others.

Sykes Enterprises, Incorporated is a leading provider of multichannel demand generation and customer engagement services for Global 2000 companies and their end customers. SYKES’ differentiated full lifecycle solutions and services — digital marketing, sales expertise, customer service, technical support and more through multichannel delivery platforms — effectively engage customers at every touchpoint of the customer journey. Our complete service offering helps clients acquire, retain and increase the lifetime value of their customer relationships through cost-effective solutions that enhance the customer service experience, promote stronger brand loyalty, and foster high levels of performance and profitability.