Staff, Technical Support Engineer

Who we are

At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.

Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.

We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!

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See yourself at Twilio

Join the team as Twilio’s next Technical Support Engineer

About the job

This position is needed to support our customers’ use of the Twilio platform, and help customers get the best experience from Twilio’s products. You will function as the voice of Twilio to our customers and partners, and operate as a subject matter expert for Twilio’s APIs and SDKs.

We are looking for our next Staff, Technical Support Engineer to join our global Voice Segment Platform Applications (VSPA) team, who will be dedicated to resolving highly complex customer requests, managing critical escalations, and driving technical process improvements. You will mentor peers and collaborate cross-functionally. Critically, you will leverage advanced troubleshooting expertise—including programming languages, SQL, REST APIs, DevTools, network connectivity (PCAP), and data analytics—to resolve deep technical issues and ensure customer success.

Responsibilities

In this role, you’ll

Address and deconstruct highly sophisticated customer inquiries across various live and digital support channels. Distill intricate technical concepts into clear communications, balancing professional empathy w