Twilio
Technical Support Engineer 3
Job Summary
This role involves providing technical support to customers using Twilio's platform, acting as a subject matter expert on APIs and SDKs. Key responsibilities include troubleshooting technical issues, collaborating with development teams, and communicating complex solutions clearly to diverse audiences. Candidates should have at least 2 years of technical support experience, with strong skills in JavaScript, APIs, and troubleshooting network and cloud-related issues. The position requires working in shifts, including weekends and holidays, and offers benefits such as healthcare, time off, and retirement options.
Required Skills
Benefits
Job Description
Who we are
At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.
Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.
Technical Support Engineer - 3, Platform and Applications Team
See yourself at Twilio.
Join the team as our next Technical Support Engineer 3 (EMEA) on Twilio’s Platform and Applications support team.
About the job
This position is needed to support our customers’ use of the Twilio platform, and help customers get the best experience from Twilio’s products. You will function as the voice of Twilio to our customers and partners, and operate as a subject matter expert for Twilio’s APIs and SDKs.
This role reports to a Manager, Technical Support, who will be based in our Bengaluru office. This position requires working in a shift. The current shift timings for shift based roles supporting our EMEA customers is 9am to 6pm Estonia time.
This position also includes rostering. Rosters will be of a 5 day work week, and could include one weekend day. (example: Mon-Fri, Tue-Sat or Sun-Thu).
In this role, you will:
- Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams.
- Work with our customers' and partners' developers, architects, and support personnel to resolve complex problems with potentially very costly and far-reaching consequences.
- Leverage your experience with troubleshooting and resolving Quality of Service (QoS) issues.
- Collaborate with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs.
- Review internal knowledge to stay current on industry shifts and standards.
- Assist your manager in process improvements by surfacing customer pain points to assist in process improvement.
- We are there when our customers need us, 24/7, and this position may require working an irregular shift, including the weekend (Shifts are subject to change based on evolving team and customer needs). This position will also require supporting our customers on holidays to ensure that our customer’s needs are met
Qualifications
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!
Required
- 2+ years of Technical Support Experience
- Full-Stack Javascript development experience with broad and deep capabilities to troubleshoot server-side code (primarily Node.js, C#/Java, python are bonus) and client-side code (JavaScript, specifically React.js is a huge bonus).
- A good understanding of OOP is vital.
- Good knowledge of RESTful technology, previous work with APIs and ability to understand and troubleshoot issues with cloud solutions.
- Skills in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS.
- High competency in communicating complex technical issues to both technical and non-technical audiences via phone or email mediums.
- Ability to stand in the customer’s shoes and demonstrate dedication to the customer experience.
- Excellent written and verbal communication skills.
Desired
- Bonus skills:
- Serverless (Lambda) experience.
- Expertise with both native and mobile applications is a great bonus
- Having related experience in troubleshooting contact center products
- Understanding of WebRTC is a plus.
- Experience working collaboratively with team members in different geographic locations and time zones.
- Advanced time management skills, ability to work well under pressure, and proficiency at developing workflows to increase troubleshooting efficiency while still following standard processes and procedures.
- Ability to influence and build effective working relationships with all levels of the organization.
- Interest in utilizing customer feedback to identify and drive improvements in our products.
Location
This role will be located in Remote-Estonia.
Travel
We prioritize connection and opportunities to build relationships with each other. For this role, approximately 5% travel is anticipated to help you connect in-person in a meaningful way.
What we offer
There are many benefits to working at Twilio, including things like competitive pay, generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.
Twilio thinks big. Do you?
We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.
So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions.
Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.
Twilio is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at [email protected].
Twilio
Connect with customers on their preferred channels—anywhere in the world. Quickly integrate powerful communication APIs to start building solutions for SMS and WhatsApp messaging, voice, and email.
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