Senior Technical Support Engineer – Messaging API (Remote)

Twilio Inc.; United States; Remote; USD 58,000 - 78,000; Full time

Benefits offered by this job

Healthcare

Remote-friendly environment

Job summary

Twilio is hiring a Technical Support Engineer 2 to support customers using the Programmable Messaging product. The role requires communicating complex technical issues clearly to both technical and non-technical audiences via phone, email, and chat.

You will troubleshoot deliverability issues, guide developers in building SMS applications, and collaborate with Product and Engineering teams to improve processes and tooling. Remote-first with occasional on-site as needed.

Qualifications

• Bachelor’s degree or equivalent work experience.
• 2+ years in a client-facing technical role, preferably supporting REST API or enterprise software.
• Firm understanding of the technology stacks common to the Web ecosystem.
• Functional knowledge of general-purpose programming languages.
• Strong problem solving and technical troubleshooting skills.
• Ability to address customer concerns professionally and diplomatically.
• Ability to de-escalate tense situations in a live environment.
• Excellent reading comprehension, listening, and writing skills.

Responsibilities

• Work on messaging email cases from individual developers and major brands.
• Assist customers with troubleshooting message deliverability issues and debug customer code.
• Guide customers through the development of their SMS application via phone and chat.
• Collaborate with teammates and Twilio Product/Engineering teams via Slack; file Jira issues and update knowledge base.

Skills

REST API

Web technologies

Troubleshooting

Customer support

Education

Bachelor’s degree or equivalent

Tools

JIRA

Job description

Twilio is hiring a Technical Support Engineer 2 to support customers using the Programmable Messaging product. The role requires communicating complex technical issues clearly to both technical and non-technical audiences via phone, email, and chat.

You will troubleshoot deliverability issues, guide developers in building SMS applications, and collaborate with Product and Engineering teams to improve processes and tooling. Remote-first with occasional on-site as needed.