Technical Support Engineer 2

Join the team as our next Technical Support Engineer 2 (APJ) on Twilio’s Voice, Platform Application & Segment teams.

This position is needed to support our customers’ use of the Twilio platform, and help customers get the best experience from Twilio’s products. 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.

In this role, you’ll:

• Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams.
• Work with our customers' and partners' developers, architects, and support personnel to resolve complex problems with potentially very costly and far-reaching consequences.
• Leverage your experience with troubleshooting and resolving Quality of Service (QoS) issues.
• Collaborate with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs.
• Review internal knowledge to stay current on industry shifts and standards.
• Assist your manager in process improvements by surfacing customer pain points to assist in process improvement.

This position will also require supporting our customers on holidays to ensure that our customer’s needs are met.

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply.