Technical Support Engineer

Summary

Join Twilio as a Technical Support Engineer to support customers using Programmable Messaging. You will be the voice of Twilio, providing expert support and troubleshooting message deliverability issues. This role involves assisting customers via phone, email, and chat, debugging code, and collaborating with internal teams. Advanced time management and problem-solving skills are essential. The position is remote-based in India, supporting the EMEA time zone. Twilio offers competitive pay, generous time off, parental and wellness leave, healthcare, and a retirement savings program.

Requirements

• Bachelor’s degree or equivalent work experience
• 2+ years of experience in a client-facing technical role, preferably in supporting REST API or enterprise software
• A firm understanding of the technology stacks common to the Web ecosystem
• Functional knowledge of general-purpose programming languages
• Strong problem-solving and technical troubleshooting skills
• Ability to professionally and diplomatically address customer concerns and provide concise feedback
• Ability to de-escalate tense/tough customer situations in a live environment
• Excellent reading comprehension, listening, and writing skills

Responsibilities

• Work on messaging email cases submitted by both individual developers and major brands
• Assist customers with troubleshooting message deliverability issues and debug customer code
• Speak with a customer on the phone and chat in order to guide them through the development of their SMS application
• Collaborate with your teammates and the Twilio Product and Engineering teams via Slack. File Jira’s to report reproducible bugs and review our internal knowledge base to stay up to speed with industry shifts and standards
• Work with your manager to surface customer problems to assist in process betterment

Preferred Qualifications

• Previous exposure or knowledge of Twilio products
• Coding experience in any language. (reading and debugging)
• Previous experience with JIRA or a similar ticketing system

Benefits

• Competitive pay
• Generous time off
• Ample parental and wellness leave
• Healthcare
• A retirement savings program