Technical Support Engineer

🔥 2 hours ago

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

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

• Address and deconstruct highly sophisticated customer inquiries across various live and digital support channels. Distill intricate technical concepts into clear communications, balancing professional empathy with the necessary sense of urgency. • Proactively identify potential customer friction points to mitigate escalations before they arise. Take decisive action to resolve critical issues rapidly while remaining strictly within established SLA parameters. • Maintain meticulous records of every interaction, ensuring technical artifacts—such as Splunk queries, JIRA tickets, and logs—are thoroughly captured. Demonstrate a commitment to “writing it down” by updating team knowledge bases and internal troubleshooting guides throughout the case lifecycle. • Harness the power of Twilio’s AI suites and internal automation tools to streamline customer workflows and enhance communication efficiency. • Empower others through mentorship on case management excellence. Actively contribute to the growth of the team by leading the onboarding of new Twilions and designing structured technical training modules. • Collaborate and network across functional silos, partnering with Engineering, Product, and Sales—as well as external partner organizations—to architect the solutions our customers require. • Diagnose systemic operational hurdles and champion innovative process improvements. Exhibit a “Drawing the Owl” mindset by leading technical projects that allow the support organization to operate at a global scale.

🎯 Requirements

• 7+ years of relevant experience with API or enterprise software, including technical troubleshooting experience. • Intermediate proficiency in programming languages (such as C#, Java, JavaScript, Ruby, PHP, Python, or React.js) and REST APIs, including basic experience using REST API tools like Postman. • Good knowledge of SQL and Data Analysis using analytics tools (such as Looker, Tableau, CloudZero Dashboard, etc.). • Strong networking connectivity knowledge and PCAP analysis, including skills in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS • Fluency in English (verbal, comprehension, listening, and writing) with high competency in communicating complex technical issues to both technical and non-technical audiences via phone, chat, or email. • Strong analytical and decision-making skills, combined with advanced case management, excellent time management, and the ability to de-escalate difficult or complex customer situations in a live environment • Proficiency in troubleshooting issues using DevTools and a core understanding of SSO/Auth0. • Understanding of Cloud Technologies (AWS, GCP & Azure) and Serverless platforms (Lambda). • Availability to work on weekends or holidays as needed.

🏖️ Benefits

• generous time-off • ample parental and wellness leave • healthcare • a retirement savings program