Technical Support Engineer 2

Overview

Technical Support Engineer 2 supports customers using the Twilio platform and helps them get the best experience from Twilio products.

What you'll do

• Address customer issues using technical and diplomatic skills.
• Provide customer feedback to Product and Engineering teams.
• Resolve complex problems for customer and partner developers using Twilio APIs/SDKs.
• Troubleshoot Quality of Service (QoS) issues.
• Collaborate via Slack and file JIRAs for reproducible bugs.
• Review internal knowledge to stay current with industry shifts and standards.
• Surface customer pain points for process improvements.

What you'll need

• 2+ years of technical support experience (or similar relevant experience).
• Full-Stack JavaScript support capabilities for server-side and client-side troubleshooting.
• Bonus knowledge of Node.js, C#, Java, or Python.
• Basic understanding of SQL and query-writing skills.
• Good understanding of APIs, HTTP protocol, and RESTful services.
• Troubleshoot network connectivity issues (TCP/UDP) and basics of SSL/TLS.
• Ability to communicate complex technical issues to technical and non-technical audiences via phone or email.

Details

• Work is remote and based in India (Karnataka, Maharashtra, Tamil Nadu, Telangana, Delhi).
• Shift work is required with IST shift timings: 6:30 AM-3:30 PM, 12:00 PM-9:00 PM, 1:00 PM-10:00 PM, and 1:30 PM-10:30 PM.
• Occasional travel may be required for in-person meetings.