Technical Support Engineer

About the Role

Join Twilio's Onboarding Compliance and Support team as a Technical Support Engineer to help customers manage their Twilio products and accounts, acting as the voice of Twilio and a subject matter expert.

Responsibilities

• Address customer issues and provide feedback to Twilio’s Product and Engineering teams using strong technical and diplomatic skills.
• Assist customers, potentially requiring work on irregular shifts, including weekends.
• Resolve complex problems for customers' and partners' developers and architects.
• Collaborate with teammates and Twilio Product and Engineering teams via Slack and filing JIRAs for bugs.
• Review and contribute to internal knowledge bases and external technical resources.

Requirements

• 1-3 years of experience communicating complex technical issues to both technical and non-technical audiences via phone or email.
• Ability to address customer concerns and provide feedback in a friendly, diplomatic, and empathetic way.
• Experience and interest in working cross-functionally with Engineering, Product Management, and Sales.
• Demonstrated desire to understand and report customer trends to improve support processes.
• Experience with troubleshooting and resolving QoS (Quality of Service) issues, including escalations.
• Advanced time management skills, ability to work under pressure, and proficiency in developing efficient workflows.
• Excellent written and verbal communication skills.
• Excellence in task prioritization and evaluation of situational urgency.

Nice-to-Haves

• Previous telecom experience.
• Experience in handling escalations and working directly with users and Customer Success teams.
• Ability to route critical issues to the appropriate internal teams.
• Experience reporting bugs to Engineering & QA teams and helping prioritize fixes.
• Experience clearly communicating with customers and internal teams about service-impacting issues.
• Experience executing internal processes to streamline and scale support.