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Technical Support Engineer - 2, Platform and Applications

1 hour, 48 minutes ago
India
Full-time
Junior
Technical Support Engineer
DevOps and Infrastructure
HTTP Java JavaScript JIRA Node.js Postman Python REST API Splunk TCP/IP TLS Twilio WebRTC
Apply Now
Twilio

Twilio

Twilio is a cloud communication company that offers Communication APIs for SMS, Voice, Video, and Authentication, empowering developers to embed communication capabilities into their software applications globally.

Diversified Telecommunication Services
5K-10K
Founded 2008
View All Jobs 151

Description

  • Resolve complex customer requests across phone, email, chat, side channels, and live support.
  • Serve as the voice of Twilio for customers and partners as a subject matter expert on APIs and SDKs.
  • Identify adoption and upsell opportunities and connect customers with the appropriate resources.
  • Communicate complex concepts clearly and proactively address likely customer questions.
  • Handle customer escalations and work effectively across multiple support channels.
  • Prioritize cases based on status, priority, and entitlement to meet SLA targets.
  • Use runbooks, wikis, macros, AI tools, and other automations to resolve tickets efficiently.
  • Document customer interactions, internal research, troubleshooting steps, and technical details thoroughly.
  • Manage incidents during on-call shifts and triage SDM escalations.
  • Mentor team members and contribute to knowledge articles and process improvement initiatives.

Requirements

  • 2-4 years of experience.
  • Experience in a Technical Support Engineer, Application Support, or Support Engineer role supporting complex software products or platforms.
  • Strong programming or scripting troubleshooting skills in at least one of JavaScript (preferably Node.js), Python, or Java.
  • Experience with APIs or enterprise software, including REST APIs, HTTP concepts, API testing tools such as Postman or curl, and webhooks.
  • Solid understanding of networking and real-time communication concepts, including VoIP, SIP, WebRTC, TCP/UDP fundamentals, and TLS/SSL.
  • Strong debugging and troubleshooting skills with application logs, API calls, network traces, and browser developer tools.
  • Fluency in English, including verbal communication, comprehension, listening, and writing.
  • Availability to work non-standard shifts, including weekend rotation and on-call weekend and holiday hours.
  • Ability to diplomatically address customer concerns and provide feedback.
  • Bachelor's degree or equivalent certifications and work experience (preferred).
  • Escalation management experience, including de-escalating difficult or complex customer situations (preferred).
  • Basic case management experience or skills (preferred).
  • Strong problem-solving skills and critical thinking (preferred).

Benefits

  • Competitive pay.
  • Generous time off.
  • Parental leave and wellness leave.
  • Healthcare coverage.
  • Retirement savings program.
  • Remote work based in India.
  • Approximately 15% travel for in-person connection opportunities.

Interested in this position?

Apply directly on the company website

Apply Now

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