Technical Support Engineer – Level 2

• Support customers’ use of the Twilio platform and help them get the best experience from Twilio products
• Act as Twilio’s voice to customers and partners
• Serve as a subject matter expert for Twilio APIs and SDKs
• Address customer issues and provide feedback to Product and Engineering teams
• Work with customers’ and partners’ developers, architects, and support personnel to resolve complex problems
• Troubleshoot and resolve Quality of Service (QoS) issues
• Collaborate with teammates and Product and Engineering through Slack
• File JIRAs to report reproducible bugs
• Review internal knowledge to stay current on industry shifts and standards
• Surface customer pain points and assist with process improvements
• Support customers on holidays
• Travel approximately 5% for in-person connection and relationship-building

• 2+ years of Technical Support Experience or similar relevant experience
• Full-Stack Javascript technical support experience
• Ability to troubleshoot server-side code; Node.js, C#, Java, or Python are bonuses
• Ability to troubleshoot client-side JavaScript code; React.js is a bonus
• Good understanding of Object-Oriented Programming concepts
• Basic understanding of SQL and query-writing skills
• Good understanding of APIs, HTTP Protocol, and RESTful services
• Skills troubleshooting network connectivity issues, including TCP/UDP and basics of SSL/TLS
• Experience troubleshooting SIP, VoIP, and IP telephony issues
• High competency communicating complex technical issues to technical and non-technical audiences by phone or email
• Excellent written and verbal communication skills
• Willingness and ability to support customers on holidays and work rosters that may include weekends

• Competitive pay
• Generous time off
• Ample parental and wellness leave
• Healthcare
• Retirement savings program
• Remote-first work
• Flexible remote work arrangements
• Support for employee volunteering and donation efforts