# Technical Support Engineer

**Company**: Twilio
**Location**: Remote - Estonia
**Work arrangement**: remote
**Experience**: mid
**Job type**: full-time
**Category**: IT
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/twilio/jobs/8207696?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_152e68d8-3c6

## Description

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.

We are seeking a Technical Support Engineer to join the Onboarding Compliance and Support (OCS) team, supporting our customers' use of our Console platform, and helping customers manage their Twilio products, services, and accounts. You will function as the voice of Twilio to our customers and partners, and operate as a subject matter expert.

Responsibilities:

- Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio's Product and Engineering teams.

- Assist customers when they need us, potentially working irregular shifts, including weekends.

- Work with customers' and partners' developers, architects, and support personnel to resolve complex problems.

- Collaborate with your teammates and the Twilio Product and Engineering teams via Slack and file JIRAs to report reproducible bugs.

- Review and contribute to internal knowledge bases and external technical resources.

Qualifications:

- 1-3 years of experience communicating complex technical issues to both technical and non-technical audiences via phone or email mediums.

- Ability to address customer concerns and provide feedback in a friendly, diplomatic and empathetic way.

- Experience and interest in working cross-functionally with Engineering, Product Management, and Sales.

- Demonstrated desire to understand customer trends and document and report those trends.

- Experience with troubleshooting and resolving QoS (Quality of Service) issues.

- Proven advanced time management skills, with the ability to work well under pressure.

- Excellent written and verbal communication skills.

Desired qualifications:

- Experience in handling escalations, working directly with users and Customer Success teams to solve problems.

- Know how to route critical issues to the appropriate internal teams.

- Report bugs to the Engineering & QA teams.

- Clearly communicate with customers and other internal teams about issues impacting their service.

What We Offer: There are many benefits to working at Twilio, including competitive pay, generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more.

## Skills

### Required
- technical support
- customer service
- communication
- problem-solving
- time management

### Nice to have
- escalation handling
- bug reporting
- issue routing
- cross-functional collaboration

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/twilio/jobs/8207696?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)