Technical Support Engineer 1

Who we are

At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.

Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.

We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!

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See yourself at Twilio

Join the team as Twilio’s next Technical Support Engineer 1

About the job

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.

We’re looking for someone who is excited in solving tough problems and enjoys helping others work through complex technical issues. You’re a strong communicator to both technical and non-technical audiences via phone or email and you’re able to empathize with frustrated customers from all backgrounds. You enjoy collaborating with colleagues on your team, help them with the day to day challenges, and are able to contribute ideas on how to improve the team’s work.

You should have a firm understanding of the technology stacks common to the Web ecosystem and experience in a telecom environment. You’ve got strong time management skills, and are efficient at getting work done in a dynamic work environment while still following standard processes and procedures.

Twilio operates a 24x7 support model so the ability to work weekends and holidays (as needed) may be required.

Responsibilities

In this role, you’ll

• WEAR THE CUSTOMER’S SHOES: 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. This position may require working an irregular shift, including the weekend (Shifts are subject to change based on evolving team and customer needs).

• BE INCLUSIVE: Work with our customers' and partners' developers, architects, and support personnel to resolve complex problems with potentially very costly and far-reaching consequences.

• BE AN OWNER: Collaborate with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs.

• WRITE IT DOWN: Review and contribute to internal knowledge bases and external technical resources to stay current on industry shifts and standards.

Qualifications

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from con

Responsibilities

• Address customer issues using strong technical and diplomatic skills and provide customer feedback to Twilio's Product and Engineering teams
• Assist customers when they need support, potentially working irregular shifts including weekends
• Work with customers' and partners' developers, architects, and support personnel to resolve complex problems
• Collaborate with teammates and 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

Requirements

• Firm understanding of technology stacks common to the Web ecosystem
• Experience in a telecom environment
• Strong time management skills
• Ability to work efficiently in a dynamic work environment while following standard processes and procedures
• Strong communication skills to both technical and non-technical audiences via phone or email
• Ability to empathize with frustrated customers from all backgrounds
• Ability to work weekends and holidays as needed in a 24x7 support model