Technical Support Engineer • Mid-Level

Who you are

You have experience in technical support, particularly in a software or communications environment — you understand the importance of providing excellent customer service and have a knack for troubleshooting complex issues. You are familiar with APIs and SDKs, enabling you to assist customers effectively in utilizing Twilio's products. You possess strong communication skills, allowing you to convey technical information clearly to both technical and non-technical audiences. You are comfortable working in a shift-based role, demonstrating flexibility and adaptability to meet customer needs across different time zones. You thrive in a remote work environment, valuing collaboration and connection with your team despite geographical distances.

Desirable

Experience with email infrastructure or related technologies would be a plus, as would familiarity with AI technologies that enhance customer support processes. A background in software development or engineering can also be beneficial, providing you with a deeper understanding of the products you support.

What you'll do

In this role, you will be the voice of Twilio to our customers, ensuring they have the best experience possible with our platform. You will provide support for customers' use of Twilio's products, addressing inquiries and resolving issues efficiently. As a subject matter expert, you will guide customers in utilizing Twilio’s APIs and SDKs, helping them to maximize the value of our solutions. You will collaborate with other teams to escalate and resolve complex technical issues, ensuring that customer feedback is communicated effectively to product teams for continuous improvement. Your role will involve working in shifts to support our EMEA customers, requiring you to manage your time effectively and maintain a high level of service throughout your shifts. You will also participate in training and development opportunities to enhance your skills and knowledge of Twilio's offerings.

What we offer

Twilio offers a remote-first work culture that emphasizes inclusion and connection among team members. You will have the opportunity to work with a diverse team, contributing to innovative solutions that impact businesses globally. We encourage you to apply even if your experience doesn't match every requirement, as we value curiosity and a growth mindset. Twilio is committed to your professional development, providing resources and support to help you grow in your career. Join us in shaping the future of communications and making a difference in the lives of millions of developers and businesses worldwide.