Technical Support Engineer, Level 2

• Support customers’ use of Twilio’s Programmable Messaging product
• Serve as the voice of Twilio and subject matter expert for the Programmable Messaging API
• Provide friendly, professional customer service and communicate complex technical issues to technical and non-technical audiences via phone, email, and chat
• Work on messaging email cases from individual developers and major brands
• Troubleshoot message deliverability issues and debug customer code
• Guide customers through developing their SMS applications via phone and chat
• Collaborate with teammates and Twilio Product and Engineering teams via Slack
• File Jira tickets for reproducible bugs
• Review the internal knowledge base to stay current with industry shifts and standards
• Surface customer problems to the manager to improve processes

• Bachelor’s degree or equivalent work experience
• 2+ years of experience in a client-facing technical role, preferably supporting REST API or enterprise software
• Firm understanding of technology stacks common to the Web ecosystem
• Functional knowledge of general-purpose programming languages
• Strong problem-solving and technical troubleshooting skills
• Ability to professionally and diplomatically address customer concerns and provide concise feedback
• Ability to de-escalate tense/tough customer situations in a live environment
• Excellent reading comprehension, listening, and writing skills
• 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)

• Competitive pay
• Generous time off
• Ample parental leave
• Wellness leave
• Healthcare
• Retirement savings program
• Volunteering and donation support
• Remote-first work
• Occasional travel/in-person meetings for project or team connection