Technical Support Engineer 2

TwilioTwilio·Remote(Remote - India)
Support
Excel

WFA Digital Insight

The demand for skilled technical support engineers continues to rise, with companies like Twilio leading the charge in innovative customer experience solutions. As remote work becomes the norm, professionals with expertise in APIs, SDKs, and strong technical and diplomatic skills are in high demand. With the global cloud computing market projected to reach $947 billion by 2026, companies are looking for talented individuals to provide top-notch support. Twilio stands out for its commitment to remote-first work and a culture of connection. Before applying, candidates should be aware of the importance of adaptability, continuous learning, and excellent communication skills in this role.

Job Description

About the Role

The Technical Support Engineer 2 role at Twilio is a critical position that requires providing exceptional support to customers and partners, ensuring they get the best experience from Twilio's products. This role involves functioning as the voice of Twilio, operating as a subject matter expert for Twilio's APIs and SDKs, and collaborating with the Product and Engineering teams to resolve complex customer issues. The role reports to a Manager, Technical Support, based in the Bengaluru office, and involves working in shifts, including weekends, to support APJ and EMEA customers. The ideal candidate will have a strong technical background, excellent diplomatic skills, and the ability to work effectively in a remote team.

What You Will Do

  • Use technical and diplomatic skills to address customer issues and provide feedback to Twilio's Product and Engineering teams.
  • Collaborate with customers' and partners' developers, architects, and support personnel to resolve complex problems.
  • Leverage experience with troubleshooting and resolving Quality of Service (QoS) issues.
  • Work with the Twilio Product and Engineering teams via Slack and JIRAs to report reproducible bugs.
  • Review internal knowledge to stay current on industry shifts and standards.
  • Assist the manager in process improvements by surfacing customer pain points.
  • Support customers on holidays to ensure their needs are met.
  • Function as a subject matter expert for Twilio's APIs and SDKs.
  • Operate as the voice of Twilio to customers and partners.
  • Work in a shift-based role, including weekends, to support global customers.

What We Are Looking For

  • 2+ years of Technical Support Experience or similar relevant experience.
  • Full-Stack Javascript Tech Support experience with capabilities to troubleshoot server-side code and client-side code.
  • Experience with Node.js, C#, Java, or Python.
  • Strong technical and diplomatic skills.
  • Ability to work effectively in a remote team.
  • Excellent communication and problem-solving skills.
  • Experience with APIs and SDKs.
  • Ability to work in shifts, including weekends.

Nice to Have

  • Experience with React.js.
  • Knowledge of cloud computing platforms.
  • Certification in technical support or a related field.
  • Experience with Agile development methodologies.

Benefits and Perks

  • Competitive compensation package.
  • Opportunities for professional growth and development.
  • Remote work setup with flexible scheduling.
  • Access to the latest tools and technologies.
  • Collaborative and dynamic work environment.
  • Comprehensive benefits package, including health insurance and PTO.
  • Professional development opportunities, including training and certification programs.
  • Recognition and reward for outstanding performance.

How to Stand Out

  • Tip: Highlight your experience with APIs, SDKs, and full-stack Javascript in your resume and cover letter to stand out.
  • Consider showcasing your problem-solving skills through examples of complex customer issues you've resolved in the past.
  • Familiarize yourself with Twilio's products and services to demonstrate your knowledge and enthusiasm for the company.
  • Prepare to discuss your experience with shift work and weekend availability, as this is a requirement for the role.
  • Be ready to talk about your experience with Agile development methodologies and cloud computing platforms, even if it's not directly listed as a requirement.
  • Make sure your portfolio or examples of your work demonstrate your technical and diplomatic skills, and be prepared to walk the interviewer through your thought process and problem-solving approach.

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