Technical Support Engineer - Remote

About the Role

Join Twilio as a Technical Support Engineer - Remote and be part of a team that is shaping the future of communications. In this role, you will support our customers in utilizing Twilio’s Programmable Messaging product, ensuring they have the best experience possible. As a Technical Support Engineer, you will be the voice of Twilio, providing exceptional customer service and technical expertise.

What You'll Do

• Assist customers with troubleshooting message deliverability issues and debug customer code.
• Engage with customers via phone, email, and chat to guide them through the development of their SMS applications.
• Collaborate with teammates and the Twilio Product and Engineering teams through Slack.
• File Jira tickets to report reproducible bugs and maintain our internal knowledge base.
• Provide friendly, professional customer service while addressing complex technical issues.

Requirements

• Bachelor’s degree or equivalent work experience.
• 2+ years of experience in a client-facing technical role, preferably supporting REST APIs or enterprise software.
• Strong understanding of technology stacks common to the web ecosystem.
• Functional knowledge of general-purpose programming languages.
• Excellent problem-solving and technical troubleshooting skills.
• Ability to professionally address customer concerns and provide concise feedback.
• Strong reading comprehension, listening, and writing skills.

Nice to Have

• Previous exposure or knowledge of Twilio products.
• Coding experience in any language (reading and debugging).
• Experience with Zendesk or a similar ticketing system.

What We Offer

• Competitive pay and generous time off.
• Ample parental and wellness leave.
• Healthcare benefits and a retirement savings program.
• Remote work flexibility and a supportive team environment.