Technical Support Engineer

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

📋 Description

• Assist customers in utilizing Twilio’s Programmable Messaging product.

• Act as Twilio's representative and a subject matter expert for the Programmable Messaging API.

• Deliver exceptional customer service and troubleshoot intricate technical issues through phone, email, and chat.

• Manage support cases submitted by Wholesale providers.

• Address and resolve complex customer inquiries.

• Diagnose message deliverability challenges and coordinate escalations with Carrier partners.

• Contribute to and maintain documentation and existing standards.

• Collaborate with team members and Twilio’s Product and Engineering teams via Slack.

• Submit Jira tickets for reproducible bugs.

• Review the internal knowledge base to remain updated on industry changes and standards.

• Communicate customer issues to management to enhance processes.

⛳️ Requirements

• Bachelor’s degree or equivalent professional experience.

• Over 3 years of experience in a client-facing technical role, ideally in support of REST APIs or enterprise software.

• Willingness to work weekends, swing shifts, and night shifts.

• Familiarity with technology stacks prevalent in the Web and telecommunications ecosystem.

• Working knowledge of general-purpose programming languages.

• Strong analytical and technical troubleshooting abilities.

• Capacity to address customer issues with professionalism and tact.

• Skill in de-escalating challenging customer situations in real-time.

• Excellent reading comprehension, listening, and written communication skills.

• Ability to work remotely while residing in India, specifically in Karnataka, Maharashtra, Tamil Nadu, Telangana, or Delhi.

🏝️ Benefits

• Competitive salary.

• Generous time off policies.

• Comprehensive parental and wellness leave.

• Health insurance coverage.

• Retirement savings plan.

• Support for volunteering and donations.

• Remote-first work environment.

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