Technical Support Engineer

• This position is needed to support our customers’ use of Twilio’s Programmable Messaging product. This role will function as the voice of Twilio to our customers and partners and operate as a subject matter expert for Twilio’s Programmable Messaging API
• In addition, focus on providing friendly, professional customer service, while problem-solving and demonstrating a high competency in communicating complex technical issues to both technical and non-technical audiences via phone, email, and chat mediums
• Advanced time management skills are able to work well under pressure, and are proficient at developing workflows to remain efficient at tasks while still following standard processes and procedures
• Work on messaging email cases submitted by both individual developers and major brands
• Assist customers with troubleshooting message deliverability issues and debug customer code
• Speak with a customer on the phone and chat in order to guide them through the development of their SMS application
• Collaborate with your teammates and the Twilio Product and Engineering teams via Slack. File Jira’s to report reproducible bugs and review our 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

Benefits

• Build and present a Twilio app to earn your Twilio track jacket and receive $30 per month for e-books for continued learning and education
• Work from home opportunities
• Generous annual time off in all countries
• Comprehensive health programs
• Programs to help our employees plan for their retirement needs
• Generous maternity, paternity, and adoption leaves, as well as family medical care leave
• Variety of snacks, drinks, and catered meals in each of our locations
• Strong problem-solving and technical troubleshooting skills
• Ability to de-escalate tense/tough customer situations in a live environment
• Excellent reading comprehension, listening, and writing skills
• 2+ years of experience in a client-facing technical role, preferably in supporting REST API or enterprise software
• Functional knowledge of general-purpose programming languages
• Ability to professionally and diplomatically address customer concerns and provide concise feedback
• Bachelor’s degree or equivalent work experience
• A firm understanding of the technology stacks common to the Web ecosystem
• Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn’t followed a traditional path, don’t let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!
• Previous exposure or knowledge of Twilio products
• Coding experience in any language. (reading and debugging)
• Previous experience with JIRA or a similar ticketing system