Technical Support Expert 2 (Fully Remote)

Twilio Inc.; United States; Remote; USD 55,000 - 90,000; Full time

Job summary

Twilio Inc. is hiring for a remote, customer-focused Technical Support Engineer to provide expert assistance for the Email platform to a diverse set of customers.

You will diagnose and resolve complex issues, and you will mentor newer team members while contributing to knowledge base content. In this remote-first role, you will help maintain Support SLAs and CSAT goals, participate in on-call incident response, and collaborate with a global team that values inclusion and connection across time

Qualifications

• 3-4 years of client-facing technical support experience with Email, Communications, or SaaS technologies.
• Strong communication skills to explain complex technical issues to both technical and non-technical audiences.
• Experience with REST APIs, email deliverability, and tools like JIRA/Confluence; SQL and HTML are a plus.

Responsibilities

• Provide excellent technical support for the Email platform to a wide range of customers.
• Resolve complex issues, mentor newer team members, and contribute to knowledge base content.
• Manage ticket queues, meet Support SLAs and CSAT goals, and participate in on-call incident response.

Skills

Client-facing support

Communication skills

REST APIs

Email deliverability

SQL

HTML

Tools

JIRA

Confluence

Job description

• Twilio is shaping the future of communications, delivering solutions to hundreds of thousands of businesses.
• We are a remote-first company with a culture of connection and global inclusion.

The role:

• You will provide excellent technical support for the Email platform to a wide range of customers.
• You will resolve complex issues, mentor newer team members, and contribute to knowledge base content.
• You will manage ticket queues, meet Support SLAs and CSAT goals, and participate in on-call incident response.

What you'll bring:

• 3-4 years of client-facing technical support experience with Email, Communications, or SaaS technologies.
• Strong communication skills to explain complex technical issues to both technical and non-technical audiences.
• Experience with REST APIs, email deliverability, and tools like JIRA/Confluence; SQL and HTML are a plus.

Twilio delivers innovative communication solutions to hundreds of thousands of businesses and empowers millions of developers to craft personalized customer experiences. The company is remote-first with a strong culture of connection and global inclusion, where a diverse team makes a global impact each day.