Technical Support Engineer

Overview

Twilio is looking for a Technical Support Engineer to join the U.S. Messaging Specialization team, supporting our customers’ use of Twilio’s Programmable Messaging product. You will function as the voice of Twilio to our customers and partners and function as a subject matter expert for Twilio’s Programmable Messaging API.

You should be excited by opportunities to problem solve and demonstrate a high competency in communicating complex technical issues to both technical and non-technical audiences via phone or email mediums. You should have an interest in reading and debugging code as well as having no issues triggering an SMS message via Twilio’s Messaging API. You should also have advanced time management skills, are able to work well under pressure, and are proficient at developing workflows to remain efficient at tasks while still following standard processes and procedures. You are able to remain calm and effective at higher workloads as well as excelling at prioritization and evaluation of situational urgency.

What?

A regular day in the life of a Messaging Technical Support Engineer at Twilio would consist of working on a dozen messaging cases submitted by both individual developers and major brands. Some examples include: assisting a customer in tracking down a deliverability issue towards Saudi Arabia, debugging a customer’s code which is resulting in 400 responses, or perhaps speaking with a customer on the phone to guide them through development of their SMS application. Internally, you will be collaborating with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs, spending time reviewing internal knowledge bases to stay up on industry shifts and standards, and working with your manager to surface customer pain points to assist in process betterment.

Why?

Twilio is a company that is empowering the world’s developers with modern communication in order to build better applications. We only succeed at Twilio when our customers succeed. An outstanding customer experience with both our products and our service is an integral part of why customers choose Twilio, and your role is critical in ensuring the success here.

Twilio is truly unique; we are a company committed to your growth, your learning, your development and your entire employee experience.  We only win when our employees succeed and we’re dedicated to helping you develop your strengths. We invest in weeks dedicated to tackling hard problems and creating your own ideas. We have a cultural foundation built on diversity, inclusion and innovation and we want you and your ideas to thrive at Twilio. Come join us.

Where?

While working remote, you will still enjoy our incredible perks: free Kindle when you build your Twilio app, monthly Kindle book reimbursement, monthly gym reimbursement, unlimited PTO, bi-weekly All Hands and more. What you will also get to experience is a company that believes in small teams for maximum impact; that strives to balance work and home life, that understands that this is a marathon, not a sprint; that continuously and purposefully builds an inclusive culture where everyone is able to do and be the best version of themselves. We seek people who naturally demonstrate our values, who are challenged by problems, empower others to thrive, people who can draw the owl and not be beholden to one playbook.