Technical Support Engineer 2

Overview

Technical Support Engineer 2 supporting customers' use of Twilio's Programmable Messaging product, acting as the voice of Twilio to customers and partners and serving as a subject matter expert for the Programmable Messaging API.

What you'll do

• Work on support cases submitted by Wholesale providers.
• Resolve complex customer requests.
• Assist customers with troubleshooting message deliverability issues and manage escalations with our Carrier partners.
• Contribute to existing documentation, including correcting errors, elaborating details, and updating current standards.
• Speak with customers on the phone to troubleshoot support issues or address questions.
• Collaborate with teammates and the Twilio Product and Engineering teams via Slack.
• File Jiras to report reproducible bugs and review the internal knowledge base to stay up to speed with industry shifts and standards.
• Work with your manager to surface customer problems to assist in process betterment.

What you'll need

• Bachelor's degree or equivalent work experience.
• 3+ years of experience in a client-facing technical role.
• Flexibility in work schedule, including weekend, swing, and night shifts.
• Positive attitude and ability to communicate with a wide array of stakeholders.
• A firm understanding of the technology stacks common to the Web and telco 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 or tough customer situations in a live environment.
• Excellent reading comprehension, listening, and writing skills.

Nice to have

• Previous exposure or knowledge of Twilio products.
• Coding experience in any language (reading and debugging).
• Previous experience with JIRA or a similar ticketing system.
• Experience supporting REST API or enterprise software, preferably.

Details

• Remote, based in India (Karnataka, Maharashtra, Tamil Nadu, Telangana, Delhi).
• Occasional travel to participate in project or team in-person meetings.
• May be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites, or customer meetings.