Technical Support Engineer - Remote

Overview

As a Technical Support Engineer at Twilio, you will support our customers’ use of Twilio’s Programmable Messaging product, functioning as the voice of Twilio to our customers and partners.

In Short

• Support customers with Twilio’s Programmable Messaging API.
• Provide friendly, professional customer service.
• Help troubleshoot message deliverability issues.
• Guide customers through SMS application development.
• Collaborate with Twilio Product and Engineering teams.
• File Jira tickets for reproducible bugs.
• Assist in process improvement based on customer feedback.
• Manage time efficiently under pressure.
• Communicate complex technical issues effectively.
• Work remotely while supporting the EMEA time zone.

Requirements

• Bachelor’s degree or equivalent work experience.
• 2+ years in a client-facing technical role.
• Understanding of web technology stacks.
• Knowledge of general-purpose programming languages.
• Strong problem-solving skills.
• Ability to diplomatically address customer concerns.
• Skills to de-escalate tense customer situations.
• Excellent reading, listening, and writing abilities.

Benefits

• Competitive pay.
• Generous time off.
• Ample parental and wellness leave.
• Healthcare benefits.
• Retirement savings program.
• Support for volunteering and donation efforts.