Technical Support Engineer • Mid-Level

Who you are

You have a strong background in technical support, ideally with experience in communications technology. You excel at problem-solving and can communicate complex technical issues clearly to both technical and non-technical audiences. Your customer service skills are top-notch, and you thrive in a remote work environment, collaborating effectively with a diverse team.

You are proficient in managing your time effectively and can work well under pressure. You understand the importance of being the voice of the company to customers and partners, ensuring a positive experience while addressing their needs. You are adaptable and eager to learn, continuously seeking to improve your skills and knowledge in the field.

What you'll do

As a Technical Support Engineer at Twilio, you will be the primary point of contact for customers using Twilio’s Programmable Messaging product. You will provide friendly and professional customer service, addressing inquiries and resolving issues through various communication channels, including phone, email, and chat. Your role will involve acting as a subject matter expert for Twilio’s Programmable Messaging API, helping customers understand and utilize the product effectively.

You will collaborate with other teams to ensure customer feedback is communicated and addressed, contributing to the continuous improvement of Twilio’s products and services. You will also be responsible for documenting customer interactions and solutions to enhance the support knowledge base. Your ability to manage multiple tasks and prioritize effectively will be crucial in this fast-paced environment.

What we offer

Twilio offers a remote-first work culture that emphasizes connection and inclusion. You will be part of a vibrant team that values diverse experiences and perspectives. The company is committed to your professional growth, providing opportunities to acquire new skills and advance your career. Twilio also promotes a healthy work-life balance, ensuring that you can thrive both personally and professionally.