Technical Support Engineer

At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.

Our dedication to remote-first work, and strong culture of connection 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 make work feel truly rewarding. Your career at Twilio is in your hands.

We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!

Also, while we are a remote-first company, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings.

Join the team as Twilio’s next Technical Support Engineer 2.

This position is needed to support our customers’ use of Twilio’s Programmable Messaging product. This role will function as the voice of Twilio to our customers and partners and operate as a subject matter expert for Twilio’s Programmable Messaging API. In addition, focus on providing friendly, professional customer service, while problem-solving and demonstrating a high competency in communicating complex technical issues to both technical and non-technical audiences via phone, email, and chat mediums.

Advanced time management skills are able to work well under pressure, and are proficient at developing workflows to remain efficient at tasks while still following standard processes and procedures.

In this role, you’ll:

• Work on support cases submitted by Wholesale providers.
• Resolve complex customer requests
• Assist customers with troubleshooting message deliverability issues and manage escalations with our Carrier partners.
• Contribute to existing documentation including to correct errors, the elaboration of details, updates to current standards.
• Speak with a customer on the phone in order to troubleshoot support issues or address questions.
• Collaborate with your teammates and the Twilio Product and Engineering teams via Slack.
• File Jira’s to report reproducible bugs and review our internal knowledge base to stay up to speed with industry shifts and standards.
• Work with your manager to surface customer problems to assist in process betterment.

Twilio values diverse experiences from all 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 Twilio. We are always looking for people who will bring something new to the table!

• Bachelor’s degree or equivalent work experience
• 3+ years of experience in a client-facing technical role, preferably in supporting REST API or enterprise software
• Position requires flexibility in work schedule weekend, swing, and night shifts
• Positive attitude and ability to communicate with a wide array of stakeholders
• A firm understanding of the technology stacks common to the Web and telco ecosystem.
• Functional knowledge of general-purpose programming languages.
• Strong problem-solving and technical troubleshooting skills
• Ability to professionally and diplomatically address customer concerns and provide concise feedback.
• Ability to de-escalate tense/tough customer situations in a live environment.
• Excellent reading comprehension, listening, and writing skills.

• Previous exposure or knowledge of Twilio products.
• Coding experience in any…