Technical Support Engineer 2

🔥 0 minutes ago

🇮🇳 India – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 10%

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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

• Work on support cases submitted by Wholesale providers • Resolve complex customer requests • Troubleshoot message deliverability issues and manage escalations with Carrier partners • Contribute to and update existing documentation, including correcting errors and elaborating details • Speak with customers by phone to troubleshoot support issues or address questions • Collaborate with teammates and Twilio Product and Engineering teams via Slack • File Jira tickets to report reproducible bugs • Review the internal knowledge base to stay current with industry shifts and standards • Work with the manager to surface customer problems and improve processes • Support customers’ use of Twilio’s Programmable Messaging product and act as a subject matter expert for its API • Communicate complex technical issues to technical and non-technical audiences via phone, email, and chat

🎯 Requirements

• 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 • Flexibility to work weekend, swing, and night shifts • A firm understanding of technology stacks common to the Web and telco ecosystem • Functional knowledge of general-purpose programming languages • Strong problem-solving and technical troubleshooting skills • Excellent reading comprehension, listening, and writing skills • Ability to communicate with a wide array of stakeholders • Ability to professionally and diplomatically address customer concerns and provide concise feedback • Ability to de-escalate tense/tough customer situations in a live environment • Previous exposure or knowledge of Twilio products (desired) • Coding experience in any language, including reading and debugging (desired) • Previous experience with JIRA or a similar ticketing system (desired)

🏖️ Benefits

• competitive pay • generous time off • ample parental and wellness leave • healthcare • a retirement savings program • volunteering and donation support through the Impact Fund • Remote-first work arrangement • Occasional in-person team gatherings, functional off-sites, customer meetings, or project/team meetings

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