Support Engineer

This is a fully remote position, open to applicants in India.

📋 Description

• Provide assistance to premier customers across a range of Twilio products.

• Ensure 24x7x365 global personalized support availability.

• Collaborate with Technical Account Managers while advocating for customer needs.

• Resolve customer issues and relay feedback to Twilio's Product and Engineering teams.

• Engage with customers’ and partners’ developers, architects, and support staff to address complex, high-impact challenges.

• Work in tandem with colleagues and Twilio's Product and Engineering teams.

• Log JIRAs to document reproducible bugs.

• Support customers during non-standard hours, including weekends and holidays.

• Monitor the support queue and manage specializations effectively.

• Travel occasionally for in-person meetings related to projects or team gatherings.

⛳️ Requirements

• Proficient in the English language, both spoken and written.

• Over 2 years of experience in a client-facing technical position.

• Familiarity with supporting REST APIs and troubleshooting cloud-based solutions.

• Experience engaging with top-tier customers.

• Proven track record of supporting customers with service level agreements (SLAs) of 3 hours or less.

• Proficient in using a ticketing system such as Zendesk.

• Exceptional skills in task prioritization and assessing situational urgency.

• Advanced time management abilities.

• Skilled in developing workflows to enhance troubleshooting efficiency while adhering to standard processes and procedures.

• Demonstrated commitment to delivering a positive customer experience.

• Ability to work collaboratively with various departments.

• Position based remotely in India, specifically in Karnataka, Telangana, Delhi, Tamil Nadu, or Maharashtra.

• Willingness to work the EMEA shift from 13:00 to 22:00 IST, five days a week, which may include weekends.

• Desired qualifications: Familiarity with Twilio products; experience with JIRA, Confluence, Airtable, and other project management tools; expertise in network connectivity troubleshooting; knowledge of telecom including Carrier, SIP, PBX; experience with PCAP review or Wireshark; familiarity with messaging platforms.

🏝️ Benefits

• Competitive salary.

• Ample time off.

• Parental leave benefits.

• Wellness leave options.

• Comprehensive healthcare coverage.

• Retirement savings plans.

• Support for employee volunteering and donations.

• Remote-first work environment.

• Occasional travel for in-person project or team meetings.