Support Engineer

🕒 September 23

🇮🇳 India – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

🚫👨‍🎓 No degree required

👻 Ghost score 33%

What it means: the chance that no one is really hiring for this job.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

• Handle a variety of Twilio products while supporting top-tier customers • Provide 24x7x365 coverage, manage specializations, and guard the support queue • 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 problems • Collaborate with teammates and Twilio Product and Engineering teams • File JIRAs to report reproducible bugs • Work assigned shifts, potentially including weekends and holidays • Occasionally travel 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, preferably supporting REST API and troubleshooting cloud solutions • Experience working with top tier customers • Experience supporting customers with service level agreements (SLAs) of 3 hours or less, utilizing a ticket system such as Zendesk • Excellence in task prioritization and evaluation of situational urgency • Advanced time management skills and proficiency developing workflows to increase troubleshooting efficiency while following standard processes and procedures • Ability to demonstrate dedication to the customer experience • Previous exposure or knowledge of Twilio products (desired) • Experience with JIRA, Confluence, Airtable and other project tools (desired) • Skilled in troubleshooting network connectivity issues (desired) • Prior telecom experience, including Carrier, SIP, PBX, reviewing PCAPs or using Wireshark, or messaging platform experience (desired)

🏖️ Benefits

• Competitive pay • Generous time off • Ample parental and wellness leave • Healthcare • Retirement savings program • Remote-first work • Volunteering and donation support

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