Technical Support Engineer 2

See yourself at Twilio

Join the team as Twilio’s next Technical Support Engineer 2.

About the job

This position is needed to support our customers’ use of Twilio’s Programmable Messaging product. This role will function as the voice of Twilio to our customers and partners and operate as a subject matter expert for Twilio’s Programmable Messaging API. In addition, focus on providing friendly, professional customer service, while problem-solving and demonstrating a high competency in communicating complex technical issues to both technical and non-technical audiences via phone, email, and chat mediums. Advanced time management skills are able to work well under pressure, and are proficient at developing workflows to remain efficient at tasks while still following standard processes and procedures. 

Responsibilities

In this role, you’ll:

• Work on support cases submitted by Wholesale providers.
• Resolve complex customer requests
• Assist customers with troubleshooting message deliverability issues and manage escalations with our Carrier partners. 
• Contribute to existing documentation including to correct errors, the elaboration of details, updates to current standards.
• Speak with a customer on the phone in order to troubleshoot support issues or address questions.
• 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.

Qualifications 

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

*Required:

• Bachelor’s degree or equivalent work experience
• 3+ years of experience in a client-facing technical role, preferably in supporting REST API or enterprise software
• Position requires flexibility in work schedule weekend, swing, and night shifts
• Positive attitude and ability to communicate with a wide array of stakeholders
• A firm understanding of the technology stacks common to the Web and telco 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.

Desired:

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

Location

This role will be remote and based in India (Karnataka, Maharashtra, Tamil Nadu, Telangana, Delhi)

Travel 

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.

What We Offer

Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.