Technical Support Engineer II

📋 Description

• Handle messaging email inquiries from both individual developers and large brands.

• Support customers in resolving message deliverability challenges and debug their code.

• Engage with customers via phone and chat to assist them in developing their SMS applications.

• Collaborate with colleagues and the Twilio Product and Engineering teams through Slack. Submit Jira tickets to report reproducible bugs and consult our internal knowledge base to stay informed about industry trends and standards.

• Partner with your manager to identify customer issues that can lead to process improvements.

⛳️ Requirements

• Minimum of 2 years experience in a client-facing technical position, ideally supporting REST API or enterprise software.

• Strong understanding of the technology stacks commonly found in the Web ecosystem.

• Basic knowledge of general-purpose programming languages.

• Excellent problem-solving and technical troubleshooting abilities.

• Capability to address customer concerns professionally and diplomatically while providing clear feedback.

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

• Outstanding reading comprehension, listening, and writing skills.

🏝️ Benefits

• Competitive salary.

• Generous vacation time.

• Extensive parental and wellness leave.

• Comprehensive healthcare coverage.

• Retirement savings program.

• Numerous other benefits based on location.