Twilio is hiring a
Technical Support Engineer, Remote - Estonia

Summary

The job is for a Technical Support Expert at Twilio to ensure the success and protection of customers by providing top-tier customer service, navigating customers through compliance processes, preventing fraudulent activity, and working weekends and holidays as needed. The position requires fluency in English and Spanish, technical proficiency, experience in delivering live support, and knowledge of common enterprise operating systems and database tools.

Requirements

• Fluency in English and Spanish
• Strong technical proficiency with experience in common enterprise operating systems
• Proven experience in delivering live support, including phone support, Zoom, or similar platforms
• Proficiency in using knowledge database tools and industry-standard applications for searching databases, creating custom queries, and generating reports—such as Splunk, DataDog, and SQL tools
• A demonstrated history of customer focus and empathy, with the ability to articulate complex issues to both technical and non-technical audiences
• A strong desire to learn new skills, develop expertise, and support others in the field
• Effective and efficient handling of escalations

Responsibilities

• Deliver top-tier customer service, embodying Twilio's values of empathy, human warmth, and technical expertise in every interaction
• Navigate customers through compliance, providing expert advice, and resolving issues
• Guide customers and partners through compliance processes, offering expert advice, evaluating alternatives, and resolving account suspensions
• Apply critical thinking to identify and prevent fraudulent activity, ensuring the integrity and security of our users' accounts and the Twilio platform

Preferred Qualifications

• Proven time management skills, with the ability to thrive under pressure and work independently (ownership mentality)
• Demonstrated capability to identify process and team improvements, with a proven track record in creating and curating internal and external documentation

Benefits

Generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location