Technical Support Engineer

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, you will function as the voice of Twilio to our customers and partners, and operate as a subject matter expert for Twilio's APIs and SDKs. You will be responsible for understanding and resolving complex customer requests via phone, email, chat, side channel, live support, or any other support/communication channel.

Responsibilities:

• Understand and resolve complex customer requests via various channels
• Identify adoption and upsell opportunities for customers and make connections
• Develop knowledge on multiple specialty areas
• Communicate complex concepts to customers and anticipate questions
• Identify and respond to customer escalations
• Work on multiple support channels, prioritize queues, and meet SLA requirements
• Leverage Twilio's AI tools and automations to assist and communicate with customers
• Mentor or provide training to other team members
• Thoroughly document every customer interaction

Qualifications:

• 5-7 years of experience
• Proven experience in a Technical Support Engineer, Application Support, or Support Engineer role
• Strong programming/scripting troubleshooting skills in at least one of: JavaScript (with Node.js), Python, or Java
• API or enterprise software experience, including technical troubleshooting skills
• Solid understanding of networking and real-time communication
• Strong debugging and troubleshooting skills
• Fluency in English
• Availability to work non-standard shifts, on-call rotation, weekend, and holiday hours