Support Engineer

🔥 13 hours ago

🇮🇳 India – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

🚫👨‍🎓 No degree required

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Twilio

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

🔌 API

🤝 B2B

API • B2B

Twilio is a leading provider of cloud communications services that enables developers to build innovative communication solutions. Founded in 2008, Twilio has democratized access to communication channels such as voice, text, chat, video, and email through easy-to-use APIs. With headquarters in San Francisco and a global presence, Twilio empowers organizations of all sizes to engage effectively with their customers by integrating these communication capabilities into their applications.

📋 Description

• Support top-tier customers across a variety of Twilio products • Provide 24x7x365 global personalized support coverage • Collaborate with Technical Account Managers and advocate for their customers • Address customer issues and provide feedback to Twilio Product and Engineering teams • Work with customers’ and partners’ developers, architects, and support personnel to resolve complex, high-impact problems • Collaborate with teammates and Twilio Product and Engineering teams • File JIRAs to report reproducible bugs • Assist customers during irregular shifts, including weekends and holidays • Guard the support queue and manage specializations • Travel occasionally for project or team in-person meetings

🎯 Requirements

• Fluent in English language (both oral and written) • 2+ years’ experience in a client-facing technical role • Experience supporting REST APIs and troubleshooting cloud solutions • Experience working with top tier customers • Experience supporting customers with SLAs of 3 hours or less • Experience using a ticket system such as Zendesk • Excellence in task prioritization and evaluation of situational urgency • Advanced time management skills • Proficiency developing workflows to increase troubleshooting efficiency while following standard processes and procedures • Ability to demonstrate dedication to the customer experience • Ability to collaborate with other departments • Role based remotely in India, specifically Karnataka, Telangana, Delhi, Tamil Nadu, or Maharashtra • Willingness to work EMEA shift, 13:00–22:00 IST, five days per week, potentially including weekends • Desired: Twilio product knowledge; JIRA, Confluence, Airtable and other project tools; network connectivity troubleshooting; telecom experience including Carrier, SIP, PBX; PCAP review or Wireshark; messaging platform experience

🏖️ Benefits

• Competitive pay • Generous time off • Parental leave • Wellness leave • Healthcare • Retirement savings program • Employee volunteering and donation support • Remote-first work arrangement • Occasional travel to project or team in-person meetings