Technical Support Engineer

🔥 1 minute ago

🇪🇪 Estonia – Remote

⏰ Full Time

🟢 Junior

📞 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 customers using Twilio’s Console platform and help manage Twilio products, services, and accounts • Act as a subject matter expert and the voice of Twilio to customers and partners • Address customer issues and provide feedback to Product and Engineering teams • Work irregular shifts, including weekends, based on team and customer needs • Collaborate with developers, architects, and support personnel to resolve complex problems • Collaborate with teammates and Product and Engineering teams via Slack • File JIRAs to report reproducible bugs • Review and contribute to internal knowledge bases and external technical resources • Identify customer trends and report them to improve support processes • Route critical issues to appropriate internal teams and help prioritize fixes

🎯 Requirements

• 1-3 years of experience communicating complex technical issues to technical and non-technical audiences via phone or email • Ability to address customer concerns in a friendly, diplomatic, and empathetic way • Experience and interest working cross-functionally with Engineering, Product Management, Sales, and partner organizations • Experience troubleshooting and resolving QoS (Quality of Service) issues, including third-party escalations • Advanced time management skills and ability to work well under pressure • Ability to develop efficient workflows while following standard processes and procedures • Excellent written and verbal communication skills • Ability to prioritize tasks and evaluate situational urgency • Ability to work weekends and holidays as needed in a 24x7 support model • Previous telecom experience is preferred, not required

🏖️ Benefits

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