[Hiring] Technical Support Engineer 1 @Twilio

Role Description

Join the team as Twilio’s next Technical Support Engineer 1. Twilio is growing rapidly and seeking Technical Support Engineers to join the Onboarding Compliance and Support (OCS) team, supporting our customers’ use of our Console platform, and helping customers manage their Twilio products, services, and accounts. You will function as the voice of Twilio to our customers and partners, and operate as a subject matter expert.

• Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams.
• Be ready to assist our customers when they need us, which may require working an irregular shift, including weekends.
• Work with our customers' and partners' developers, architects, and support personnel to resolve complex problems.
• Collaborate with your teammates and the Twilio Product and Engineering teams via Slack and file JIRAs to report reproducible bugs.
• Review and contribute to internal knowledge bases and external technical resources to stay current on industry shifts and standards.

Qualifications

• 1-3 years of experience communicating complex technical issues to both technical and non-technical audiences via phone or email mediums (Previous telecom experience is preferred).
• Ability to address customer concerns and provide feedback in a friendly, diplomatic, and empathetic way.
• Leverages customer feedback to identify and drive improvements.
• Experience and interest in working cross-functionally with Engineering, Product Management, and Sales.
• Demonstrated desire to understand customer trends and document and report those trends.
• Experience with troubleshooting and resolving QoS (Quality of Service) issues, including escalations to third parties.
• Proven advanced time management skills and proficiency in developing workflows.
• Excellent written and verbal communication skills.
• Excellence in task prioritization and evaluation of situational urgency.

Requirements

• Experience in handling escalations, working directly with users and Customer Success teams to solve problems.
• Know how to route critical issues to the appropriate internal teams, ensuring timely response.
• Report bugs to the Engineering & QA teams and help prioritize fixes.
• Clearly communicate with customers and other internal teams about issues impacting their service.
• Execute internal processes to streamline and scale support.

Location

This role will be remote, and based in India (Delhi, Karnataka, Maharashtra, Tamil Nadu, and Telangana).

Travel

You may be required to travel occasionally to participate in project or team in-person meetings.

Benefits

• Competitive pay.
• Generous time off.
• Ample parental and wellness leave.
• Healthcare.
• A retirement savings program.
• Support for volunteering and donation efforts.