Technical Support Engineer 2
Twilio
Remote - IndiaremotePosted 4 days ago
Skill Required
Customer SupportTechnical LeadTechnical Support EngineertroubleshootingEngineeringdevelopingCryptographySnowflakesecuritywrittenRESTCloudjQueryAPIsSQLandAI
Key highlights
- Shift-based role with specific IST timings
- Remote work in India (select states)
- 2+ years of Technical Support Experience required
- Full-Stack JavaScript troubleshooting required
- Competitive pay and benefits (healthcare, retirement, etc.)
- Occasional travel may be required
Role overview
Join Twilio as a Technical Support Engineer 2 to support customers in using the Twilio platform, acting as the voice of Twilio and a subject matter expert for its APIs and SDKs. This role involves resolving complex technical issues, collaborating with internal teams, and ensuring a high-quality customer experience. The position is remote-based in India (specific states) and reports to a Manager in Bengaluru, with shift-based work hours supporting APJ & EMEA customers.
Responsibilities
- Use strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams
- Work with customers' and partners' developers, architects, and support personnel to resolve complex problems with potentially very costly and far-reaching consequences
- Leverage experience with troubleshooting and resolving Quality of Service (QoS) issues
- Collaborate with teammates and Twilio Product and Engineering teams via Slack and by filing JIRAs to report reproducible bugs
- Review internal knowledge to stay current on industry shifts and standards
- Assist manager in process improvements by surfacing customer pain points
- Support customers on holidays to ensure customer needs are met
Requirements
- 2+ years of Technical Support Experience or similar relevant experience
- Full-Stack Javascript Tech Support experience with capabilities to troubleshoot server-side code (Node.js, C#, Java, or Python) and client-side code (JavaScript)
- A good understanding of Object-Oriented Programming (OOP) concepts
- Basic understanding of SQL and query-writing skills
- Good understanding of APIs, HTTP Protocol, and RESTful services
- Skills in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS
- Experience troubleshooting SIP, VoIP, and IP telephony issues
- High competency in communicating complex technical issues to both technical and non-technical audiences via phone or email
- Ability to stand in the customer’s shoes and demonstrate dedication to the customer experience
- Excellent written and verbal communication skills
Nice to have
- Serverless (Lambda) experience
- Expertise with both native and mobile applications
- Related experience in troubleshooting contact center products
- Good knowledge of RESTful technology, previous work with APIs, and ability to understand and troubleshoot issues with cloud solutions
- Understanding of WebRTC
- Experience working collaboratively with team members in different geographic locations and time zones
- Advanced time management skills, ability to work well under pressure, and proficiency at developing workflows to increase troubleshooting efficiency while following standard processes
- Ability to influence and build effective working relationships with all levels of the organization
- Interest in utilizing customer feedback to identify and drive improvements in products
Benefits
- Competitive pay
- Generous time off
- Ample parental and wellness leave
- Healthcare
- A retirement savings program
Additional details
- Twilio is a remote-first company, but ad-hoc in-person reporting may be required for team gatherings, functional off-sites, or customer meetings
- This role reports to a Manager, Technical Support, based in Bengaluru
- Shift timings for APJ & EMEA support: 6:30 AM - 3:30 PM, 12:00 PM - 9:00 PM, 1 PM - 10 PM, or 1:30 PM - 10:30 PM (IST)
- Role is remote-based in India (Karnataka, Maharashtra, Tamil Nadu, Telangana, Delhi)
- Occasional travel may be required for in-person meetings
- Twilio uses AI in hiring but all decisions are made by humans
- Twilio is an equal opportunity employer and participates in E-Verify where required
- Twilio prioritizes safety and warns against recruitment fraud (e.g., fake emails, payment requests)
- Twilio values diverse experiences and encourages non-traditional career paths to apply
- Twilio empowers employees to volunteer and donate to build positive change in communities