# Technical Support Engineer 1

**Company**: Twilio
**Location**: Remote - India
**Work arrangement**: remote
**Experience**: entry
**Job type**: full-time
**Category**: Engineering
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/twilio/jobs/8016229?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_1a7f7ad0-19c

## 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.

As a Technical Support Engineer 1, you will function as the voice of Twilio to our customers and partners, operating as a subject matter expert. You will support our customers' use of our Console platform, helping them manage their Twilio products, services, and accounts.

Responsibilities:

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

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

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

- Work with teammates and 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 technical and non-technical audiences via phone or email.

- Previous telecom experience is preferred.

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

- Experience 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 issues, including escalations to third parties.

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

- Excellent written and verbal communication skills.

Desired Skills:

- 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 and help prioritize fixes.

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

- Execute internal processes to streamline and scale support.

Location: Remote - India (Delhi, Karnataka, Maharashtra, Tamil Nadu, and Telangana)

Travel: Occasional travel may be required for project or team in-person meetings.

## Skills

### Required
- telecom
- customer support
- technical support
- troubleshooting
- communication
- time management

### Nice to have
- escalation handling
- issue routing
- bug reporting
- process execution

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/twilio/jobs/8016229?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)