Technical Support Engineer

Overview

Provide technical support for Twilio’s Console platform, products, services, and accounts. Resolve complex customer issues and communicate with technical and non-technical users through phone or email.

What you'll do

• Resolve customer issues and provide feedback to Product and Engineering teams.
• Troubleshoot complex problems for developers, architects, and support personnel.
• Collaborate with teammates and internal teams through Slack and JIRA.
• Review and contribute to internal and external technical resources.
• Handle QoS issues and escalate them to third parties when needed.
• Document customer trends and recommend support-process improvements.

What you'll need

• 1–3 years of experience communicating complex technical issues by phone or email.
• Experience troubleshooting and resolving QoS issues.
• Strong written and verbal communication skills.
• Ability to work cross-functionally with Engineering, Product Management, and Sales.
• Advanced time-management and task-prioritization skills.
• Ability to follow standard processes while working efficiently under pressure.

Nice to have

• Previous telecom experience.
• Experience handling escalations directly with users and Customer Success teams.
• Experience routing critical issues and reporting bugs to Engineering and QA.

Details

• Remote position based in Estonia.
• May require irregular shifts, including weekends and holidays.
• Operates within a 24x7 support model.