Technical Support Engineer

Twilio as a Technical Support Engineer, where you'll be the voice of Twilio to our customers and partners. You'll provide friendly, professional customer service while problem-solving and communicating complex technical issues.

Responsibilities

• You'll assist customers with troubleshooting message deliverability issues, debug customer code, and guide them through the development of their SMS application.
• You'll also collaborate with your teammates and the Twilio Product and Engineering teams, and work with your manager to surface customer problems for process improvement.
• Enjoy benefits such as work from home opportunities, generous annual time off, comprehensive health programs, and more.
• Assister les clients dans le dépannage des problèmes de livraison des messages et déboguer le code client.
• Collaborer avec les équipes produit et ingénierie de Twilio via Slack, signaler les bogues reproductibles et consulter notre base de connaissances interne.
• Travailler avec votre manager pour faire remonter les problèmes des clients afin d'aider à améliorer les processus.

Requirements

• Strong problem-solving and technical troubleshooting skills
• Ability to de-escalate tense/tough customer situations in a live environment
• Excellent reading comprehension, listening, and writing skills
• 2+ years of experience in a client-facing technical role, preferably in supporting REST API or enterprise software
• Functional knowledge of general-purpose programming languages
• Ability to professionally and diplomatically address customer concerns and provide concise feedback
• Bachelor’s degree or equivalent work experience
• Previous exposure or knowledge of Twilio products
• Coding experience in any language. (reading and debugging)
• Previous experience with JIRA or a similar ticketing system

Preferred

• A firm understanding of the technology stacks common to the Web ecosystem

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. We are always looking for people who will bring something new to the table!