Technical Support Engineer @Twilio

Overview

Twilio is looking for a Technical Support Engineer to join the Onboarding Compliance and Support (OCS) team, supporting customers' use of the Console platform and managing Twilio products, services, and accounts. The position involves acting as the voice of Twilio to customers and partners while providing a high level of technical support.

Key Responsibilities

• Use strong technical and diplomatic skills to address customer issues and provide feedback to Twilio's Product and Engineering teams.
• Assist customers as needed, potentially requiring irregular shifts including weekends.
• Work collaboratively with developers, architects, and support personnel to resolve complex problems.
• Collaborate with teammates and Twilio's Product and Engineering teams via Slack and file JIRAs for reproducible bugs.
• 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.
• Ability to address customer concerns in a friendly and diplomatic manner.
• Experience working cross-functionally with Engineering, Product Management, and Sales.
• Understanding of customer trends and the ability to report those for support process improvement.
• Experience with troubleshooting QoS (Quality of Service) issues.
• Strong time management skills and the ability to work well under pressure.
• Excellent written and verbal communication skills.
• Prioritization and evaluation of situational urgency.

Benefits

Twilio offers many benefits, including competitive pay, generous time-off, parental and wellness leave, healthcare, a retirement savings program, and more.

Location

This position is remote based in Estonia.

How to Apply

If you're ready to unleash your full potential and do your best work, apply now!