Technical Support Engineer - Remote

Overview

As a Technical Support Engineer at Twilio, you will be part of a remote-first team dedicated to delivering exceptional customer support and innovative billing solutions.

In Short

• Join Twilio’s Customer Support team as a Technical Support Engineer.
• Provide product support for customer inquiries via various channels.
• Identify improvements in existing processes.
• Be the escalation point for complex support issues.
• Coach and assist newer team members.
• Ensure support SLAs and customer satisfaction goals are met.
• Work in a 24/7 support model, including weekends and holidays as needed.
• Experience in client-facing technical support roles is required.
• Ability to communicate technical issues to diverse audiences.
• Self-motivated and accountable for outcomes.

Requirements

• 3+ years experience in customer/technical support.
• Strong customer focus and active listening skills.
• Experience with financial management software like Salesforce, Quickbooks, or Zuora.
• Ability to manage high workloads and prioritize effectively.
• Italian language proficiency is a plus.

Benefits

• Competitive pay and generous time off.
• Ample parental and wellness leave.
• Healthcare and retirement savings program.
• Opportunities for professional growth and development.
• Support for volunteering and community engagement.