Technical Support Engineer II

• Support customers’ use of Twilio’s Programmable Messaging product
• Serve as the voice of Twilio to customers and partners and act as a subject matter expert for the Programmable Messaging API
• Provide friendly, professional customer service and solve technical issues for technical and non-technical audiences via phone, email, and chat
• Work on messaging email cases submitted by individual developers and major brands
• Troubleshoot message deliverability issues and debug customer code
• Guide customers through development of SMS applications by phone and chat
• 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
• 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

• Competitive pay
• Generous time off
• Parental leave
• Wellness leave
• Healthcare
• Retirement savings program
• Volunteering and donation support
• Remote-first work arrangement
• Occasional travel and in-person connection opportunities