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 2.

About the job

This position is needed to resolve technical issues for customers, ensure timely responses to support tickets, and maintain high standards of customer satisfaction.

As a Technical Support Engineer, you'll have the opportunity to grow your technical skills, tackle new challenges each day, and directly impact both customer experience and the efficiency of our support team. You will work in a high-volume environment, where your problem-solving abilities and collaborative spirit will play a vital role in reducing ticket backlogs and upholding our service level agreements.

Responsibilities

In this role, you’ll

Troubleshoot and resolve technical issues for Twilio customers via support tickets.

Manage high ticket volumes to ensure timely responses and resolution within SLAs.

Escalate complex incidents to internal teams and collaborate on solutions.

Document troubleshooting steps and customer interactions accurately.

Partner cross-functionally to improve support processes and customer outcomes.

Qualifications

Twilio values diverse experiences from all kinds of industries, and we