Technical Support Engineer 2

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

Who we are

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.

Hiring and how we work

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.

See yourself at Twilio

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

About the job

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.

Responsibilities

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.

Qualifications

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!

*Required:

• 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.

Desired:

• Previous exposure or knowledge of Twilio products.
• Coding experience in any language. (reading and debugging)
• Previous experience with JIRA or a similar ticketing system.

Location

This role will be remote and based in India (Karnataka, Maharashtra, Tamil Nadu, Telangana, Delhi)

Travel

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.

What We Offer

Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

Twilio thinks big. Do you?

We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.

Twilio is proud to be an equal opportunity employer.

We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.