Twilio is hiring a Technical Support Engineer 2 for its Platform and Applications support team, focusing on EMEA customers. You will function as the technical voice of Twilio, supporting customers' use of our platform and serving as a subject matter expert for Twilio’s APIs and SDKs.
What You'll Do
- Use strong technical and diplomatic skills to address customer issues and provide customer feedback to Product and Engineering teams.
- Work with customers' and partners' developers, architects, and support personnel to resolve complex, high-impact problems.
- Leverage experience troubleshooting and resolving Quality of Service (QoS) issues.
- Collaborate with teammates and the Twilio Product and Engineering teams via Slack and by filing JIRAs for reproducible bugs.
- Review internal knowledge to stay current on industry shifts and standards.
- Assist your manager in process improvements by surfacing customer pain points.
- Support customers on holidays to ensure their needs are met.
What We're Looking For
- 2+ years of Technical Support Experience or similar relevant experience.
- Full-stack JavaScript technical support experience with capabilities to troubleshoot server-side code (Node.js, C#, Java, or Python) and client-side code (JavaScript). React.js is a bonus.
- A good understanding of Object-Oriented Programming (OOP) concepts.
- Skills in troubleshooting network connectivity issues, with an understanding of TCP/UDP and the basics of SSL/TLS.
- 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 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.
- 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 our products.
Technical Stack
- Javascript, Node.js, C#, Java, Python, React.js, Serverless (Lambda), APIs, RESTful technology, WebRTC
Team & Environment
You will report to a Manager, Technical Support, based in the Bengaluru office.
Benefits & Compensation
- Competitive pay
- Generous time-off
- Ample parental and wellness leave
- Healthcare
- Retirement savings program
- Volunteering and donation support
Work Mode
This role follows a local-country work mode and is open to candidates in India within the states of Karnataka, Tamil Nadu, Telangana, Maharashtra, and Delhi.
Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.
