Technical Support Engineer 2

TwilioTwilio·Remote(Remote - India)
Support
Excel

WFA Digital Insight

As demand for cloud communication platforms grows, so does the need for skilled technical support engineers. With a 25% increase in remote job postings for technical support roles in the past year, candidates with strong technical and diplomatic skills are in high demand. Twilio, a leader in cloud communication, stands out for its commitment to remote-first work and global inclusion. Before applying, candidates should be aware of the importance of problem-solving and collaboration in this role, as well as the need for flexibility in working irregular shifts.

Job Description

About the Role

The Technical Support Engineer 2 role at Twilio is a critical position that requires strong technical and diplomatic skills to support customers using Twilio's platform and APIs. As a key member of the technical support team, you will be the voice of Twilio to our customers and partners, operating as a subject matter expert for Twilio's APIs and SDKs. You will work closely with the Twilio Product and Engineering teams to resolve complex problems and provide customer feedback.

The role is based in India and requires working in a shift, with current shift timings of 12pm-9pm or 1pm-10pm IST. The position also includes rostering, with a 5-day work week that may include one or both weekend days. As a Technical Support Engineer 2, you will be part of a vibrant team with diverse experiences, making a global impact each day.

What You Will Do

  • Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio's Product and Engineering teams.
  • Assist customers when they need us, working an irregular shift, including weekends, as required.
  • Collaborate with customers' and partners' developers, architects, and support personnel to resolve complex problems with potentially costly and far-reaching consequences.
  • Work with your teammates and the Twilio Product and Engineering teams via Slack and filing JIRAs to report reproducible bugs.
  • Review and contribute to internal knowledge bases and external technical resources to stay current on industry shifts and standards.
  • Participate in rostering, working a 5-day week that may include one or both weekend days.
  • Utilize Excel to analyze data and provide insights to support customer issues.
  • Stay up-to-date with the latest developments in cloud communication and APIs.
  • Provide exceptional customer service, ensuring that customers receive timely and effective support.

What We Are Looking For

  • Overall 3+ years of experience, with a deep understanding of email infrastructure such as Mail User Agent (MUA) and Message Transfer Agent (MTA).
  • Good knowledge of RESTful technology, previous work with APIs, and the ability to understand and solve issues with cloud solutions.
  • Good understanding of technical concepts, including APIs, SDKs, and cloud communication platforms.
  • Strong problem-solving skills, with the ability to analyze complex issues and provide effective solutions.
  • Excellent communication and diplomatic skills, with the ability to work with customers, partners, and internal teams.
  • Ability to work in a fast-paced environment, with a strong focus on customer satisfaction.
  • Experience working with Excel, with the ability to analyze data and provide insights.
  • Strong collaboration and teamwork skills, with the ability to work effectively with remote teams.

Nice to Have

  • Experience working with cloud communication platforms, such as Twilio.
  • Knowledge of programming languages, such as Python or Java.
  • Experience working in a technical support role, with a strong focus on customer satisfaction.
  • Certification in a relevant technical field, such as ITIL or CompTIA.
  • Experience working with agile development methodologies, such as Scrum or Kanban.

Benefits and Perks

  • Competitive salary and benefits package.
  • Opportunity to work with a leader in cloud communication.
  • Collaborative and dynamic work environment.
  • Flexible working hours, with the ability to work from home.
  • Professional development opportunities, with access to training and certification programs.
  • Access to the latest technology and tools, including cloud communication platforms and APIs.
  • Recognition and reward programs, with opportunities for career advancement.
  • Comprehensive health and wellness programs, including mental health support and employee assistance programs.

How to Stand Out

  • Tip: Make sure to highlight your technical skills, including experience with APIs, SDKs, and cloud communication platforms, in your application and during the interview process.
  • Tip: Showcase your problem-solving skills by providing examples of complex issues you have resolved in previous roles, and how you approached them.
  • Tip: Demonstrate your excellent communication and diplomatic skills by providing examples of times when you have effectively communicated technical information to non-technical stakeholders.
  • Tip: Be prepared to discuss your experience working with Excel, and how you have utilized it to analyze data and provide insights in previous roles.
  • Tip: Research Twilio's products and services, and be prepared to discuss how you can contribute to the company's mission and values.
  • Tip: Be prepared to discuss your experience working in a technical support role, and how you have handled complex customer issues in the past.

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