Technical Support Engineer 2

About the Role

The role is based in India and offers the opportunity to work remotely, with a company that is committed to diversity and inclusion. 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 considering Twilio.

What You Will Do

• Work on messaging email cases submitted by both individual developers and major brands
• Assist customers with troubleshooting message deliverability issues and debug customer code
• Speak with customers on the phone and chat to guide them through the development of their SMS application
• Collaborate with your teammates and the Twilio Product and Engineering teams via Slack
• File Jira tickets to report reproducible bugs and review our internal knowledge base to stay up to speed with industry shifts and standards
• Work with your manager to surface customer problems to assist in process betterment
• Provide friendly, professional customer service while problem-solving and demonstrating a high competency in communicating complex technical issues
• Develop workflows to remain efficient at tasks while still following standard processes and procedures
• Utilize advanced time management skills to work well under pressure
• Participate in ongoing training and development to stay current with industry trends and technologies

What We Are Looking For

• 2+ years of experience in a client-facing technical role, preferably in supporting REST API or enterprise software
• A firm understanding of the technology stacks common to the Web ecosystem
• Functional knowledge of general-purpose programming languages
• Strong problem-solving and technical troubleshooting skills
• Ability to professionally and diplomatically address customer concerns and provide concise feedback
• Ability to de-escalate tense/tough customer situations in a live environment
• Excellent reading comprehension, listening, and writing skills
• Ability to work effectively in a remote-first environment
• Strong analytical and problem-solving skills

Nice to Have

• Experience working with cloud-based communication solutions
• Knowledge of artificial intelligence and machine learning technologies
• Experience working with Agile development methodologies
• Certification in a relevant technical field

Benefits and Perks

• Competitive salary and benefits package
• Opportunity to work with a global company that is at the forefront of the cloud communications revolution
• Collaborative and dynamic work environment
• Professional development and growth opportunities
• Flexible working hours and remote work options
• Access to the latest technologies and tools
• Recognition and reward for outstanding performance
• Comprehensive health and wellness programs

• Make sure you have a strong understanding of REST API and enterprise software, as well as experience in a client-facing technical role.
• Develop a portfolio that showcases your technical expertise and problem-solving skills.
• Be prepared to provide specific examples of times when you had to troubleshoot and resolve complex technical issues.
• Show enthusiasm and passion for delivering excellent customer service and support.
• Be prepared to talk about your experience working in a remote-first environment and how you stay connected with your team.
• Highlight your ability to work effectively in a fast-paced environment and prioritize multiple tasks and projects.
• Don't be afraid to ask questions during the interview process, and be prepared to provide feedback and suggestions for process improvement.