Technical Support Engineer

• 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

• 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

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