At Twilio, we're shaping the future of communications. We're looking for a Technical Support Engineer to join our Global Customer Support team in India, who will be dedicated to understanding and resolving complex customer requests via phone/email/chat/side channel/live support or any other support/communication channel, identify adoption and upsell opportunities for customers and make the appropriate connections.
Requirements
- 2-4 years of experience
- Proven experience in a Technical Support Engineer, Application Support, or Support Engineer role, supporting complex software products or platforms
- Strong programming/scripting troubleshooting skills in at least one of: JavaScript (preferably with Node.js) / Python / Java
- API or enterprise software experience, including technical troubleshooting skills
- Hands-on experience with web technologies and APIs, including: REST APIs/ HTTP protocol concepts/ API testing tools such as Postman or curl / Webhooks
- Solid understanding of networking and real-time communication, including: VoIP / SIP / WebRTC / TCP/UDP networking fundamentals / TLS/SSL
- Strong debugging and troubleshooting skills across: Application logs and API calls, Network traces (packet captures, basic analysis), Browser developer tools (for web-based products)
- Fluency in English (verbal, comprehension, listening, and writing)
- Availability to work non-standard (shifts / weekend rotation), on-call rotation weekend and holiday hours.
- Ability to diplomatically address customer concerns and provide feedback
- Escalation Management: Knowing when to escalate and ability to de-escalate difficult/complex customer situations in a live environment
- Basic case management experience/skills
- Strong problem-solving skills and critical thinking
Benefits
- Competitive pay
- Generous time off
- Ample parental and wellness leave
- Healthcare
- Retirement savings program