Description:

Twilio is hiring a Technical Support Engineer 3 for its Programmable Voice Support Team, supporting APAC customers. This role demands advanced skills in VoIP, SIP, IP Telephony, REST APIs, and troubleshooting web/mobile app integrations. The engineer will empower customers—ranging from individual developers to global enterprises—by resolving complex Programmable Voice, SIP, and connectivity issues via email, phone, and chat.

As a senior team member, you’ll validate and escalate product bugs, assist with architecture-level voice app development, participate in process improvement, and help ensure smooth operation of Twilio’s real-time communication platforms. Collaboration across global teams using Slack, Jira, and Zoom is an integral part of the job.

Key Responsibilities:

• Provide senior-level technical support for Twilio Programmable Voice and Elastic SIP Trunking products.
• Troubleshoot VoIP/SIP, audio quality, voice app, and network issues (TCP/UDP, SSL/TLS).
• Guide customers and developers in best practices for building, integrating, and scaling voice applications.
• Identify and resolve quality of service (QoS) issues, including third-party escalations.
• Deep-dive into packet captures (Wireshark), API logs, and PBX configurations to resolve technical problems.
• Clearly communicate and document solutions for both technical and non-technical customers.
• Collaborate with global engineering/product teams and contribute to internal knowledge sharing.
• Work in a 24/7 support model, including possible weekend and holiday shifts as needed.

Key Technical Skills:

VoIP, SIP, IP Telephony, IP-PBX, Packet analysis (Wireshark), REST APIs, Cloud solutions, Networking (TCP/UDP, SSL/TLS), Programmable Voice, Troubleshooting, Web/Mobile app integration, WebRTC (bonus), Zendesk/Jira, Process improvement

Requirements:

• 4–7 years of experience in a technical support or engineering role, preferably client-facing.
• Experience in telecom/VoIP with working knowledge of SIP, packet analysis, and PBX configuration.
• 1+ years of hands-on troubleshooting of VoIP and SIP.
• Strong skills in debugging E2E connectivity and quality issues involving APIs and cloud platforms.
• Customer-first attitude with friendly, diplomatic communication.
• Bachelor's degree in Computer Science, Network Engineering, or similar field, or relevant experience.
• Strong English verbal/written communication.
• Desired: Prior work with Twilio products, ticketing systems (JIRA, Zendesk), or WebRTC.