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Technical Support Engineer 3

41 minutes ago
India
Full-time
Senior
Technical Support Engineer
Customer and Technical Support
HTTP Java JavaScript JIRA Node.js Postman Python REST API Splunk TCP/IP Twilio WebRTC
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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 156

Description

  • Resolve complex customer requests across phone, email, chat, side channel, live support, and other communication channels.
  • Serve as the voice of Twilio to customers and partners while acting as a subject matter expert on Twilio APIs and SDKs.
  • Identify adoption and upsell opportunities and connect customers with the appropriate internal resources.
  • Communicate complex concepts clearly and proactively anticipate customer questions with helpful guidance.
  • Manage and respond to customer escalations across multiple support channels, including one-concurrency chat.
  • Prioritize cases based on status, priority, entitlement, and SLA requirements.
  • Use runbooks, wiki articles, macros, AI tools, and other automations to resolve tickets efficiently.
  • Document customer interactions, internal research, troubleshooting steps, logs, queries, and case details thoroughly.
  • Mentor or train team members on case management best practices.
  • Manage incidents during on-call shifts and triage SDM escalations.
  • Contribute to knowledge articles and process improvement initiatives.

Requirements

  • 5-7 years of experience.
  • Proven 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.
  • Hands-on experience with APIs and web technologies, including REST APIs, HTTP concepts, API testing tools such as Postman or curl, and webhooks.
  • Solid understanding of networking and real-time communication, including VoIP, SIP, WebRTC, TCP/UDP networking 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 skills, including knowing when to escalate and how to de-escalate 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.
  • Volunteer and donation support through Twilio’s community impact programs.

Interested in this position?

Apply directly on the company website

Apply Now

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