Technical Support Engineer 2

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.

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. You 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.

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, including correcting errors, elaborating on details, and updating current standards.
• Speak with customers on the phone to troubleshoot support issues or address questions.
• Collaborate with your teammates and the Twilio Product and Engineering teams via Slack.
• File Jiras to report reproducible bugs and review our internal knowledge base to stay up-to-date with industry shifts and standards.
• Work with your manager to surface customer problems to assist in process improvement.

Qualifications:

• 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, including 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).

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.