Tech Support Engineer II - Messaging API (Remote India)

Remote; San Francisco (CA); Remote; USD 13,000 - 20,000; Full time

Benefits offered by this job

Competitive pay

Generous time off

Healthcare

Job summary

Twilio, a remote-first company, seeks a Technical Support Engineer 2 to assist customers using Twilio’s Programmable Messaging API. You’ll deliver friendly, professional service, troubleshoot complex issues, and communicate solutions to technical and non-technical audiences via phone, email, and chat.

The role requires maintaining high productivity under pressure, coordinating with Product and Engineering teams, and contributing to documentation.

Qualifications

• 3+ years in a client-facing technical role, preferably supporting REST API or enterprise software.
• Strong problem-solving and technical troubleshooting skills.
• Excellent reading, listening, and writing skills.
• Ability to communicate with diverse stakeholders and de-escalate tense situations.

Responsibilities

• 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 and correct errors.
• Speak with customers on the phone to troubleshoot issues."
• Collaborate with teammates and Product and Engineering via Slack.
• File Jira tickets to report bugs and review our knowledge base.
• Work with your manager to surface customer problems for process improvements.

Skills

Client-facing tech experience

REST API knowledge

Communication skills

Problem solving

De-escalation in live support

Education

Bachelor’s degree or equivalent

Tools

JIRA

Job description

Twilio, a remote-first company, seeks a Technical Support Engineer 2 to assist customers using Twilio’s Programmable Messaging API. You’ll deliver friendly, professional service, troubleshoot complex issues, and communicate solutions to technical and non-technical audiences via phone, email, and chat.

The role requires maintaining high productivity under pressure, coordinating with Product and Engineering teams, and contributing to documentation.