Technical Support Engineer 2

Twilio
Karnataka, Maharashtra, Tamil Nadu, Telangana, Delhi
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Experience: 2+ yearsSkills: ["Communication","Customer focus","Troubleshooting","Collaboration","Problem-solving"]

Provide front-line technical support for customers using Twilio’s platform, acting as a subject matter expert for Twilio APIs and SDKs. Troubleshoot complex issues (including QoS, networking, and SIP/VoIP/IP telephony) and collaborate with Product and Engineering through Slack and JIRA to reproduce and resolve bugs. Support APJ/EMEA customers via shift coverage, review internal knowledge, and surface customer pain points for process improvements.

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FursaFursa
Twilio
Twilio
2 days ago

Technical Support Engineer 2

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Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Provide front-line technical support for customers using Twilio’s platform, acting as a subject matter expert for Twilio APIs and SDKs. Troubleshoot complex issues (including QoS, networking, and SIP/VoIP/IP telephony) and collaborate with Product and Engineering through Slack and JIRA to reproduce and resolve bugs. Support APJ/EMEA customers via shift coverage, review internal knowledge, and surface customer pain points for process improvements.
Location: Karnataka, Maharashtra, Tamil Nadu, Telangana, Delhi
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Address customer issues and provide feedback to Product and Engineering teams.
  • •Resolve complex problems with potentially costly and far-reaching consequences by working with customer and partner developers, architects, and support teams.
  • •Troubleshoot and resolve Quality of Service (QoS) issues.
  • •Collaborate via Slack and file JIRAs to report reproducible bugs; review internal knowledge to stay current on industry shifts and standards.
  • •Support customers on holidays and assist with process improvements by surfacing customer pain points.
Travel: Low travel

Pay and Benefits

Perks:Health InsurancePaid LeaveParental LeaveWellness Stipend

Key Requirements

  • •2+ years of technical support experience or similar relevant experience.
  • •Full-stack JavaScript technical support capabilities to troubleshoot server-side and client-side code (bonus: Node.js, C#, Java, or Python; bonus: React.js).
  • •Strong understanding of OOP concepts.
  • •Basic understanding of SQL and query-writing skills.
  • •Good understanding of APIs, HTTP protocol, and RESTful services, including troubleshooting network connectivity (TCP/UDP, SSL/TLS) and SIP/VoIP/IP telephony issues.
Experience:2+ years
Skills:CommunicationCustomer focusTroubleshootingCollaborationProblem-solving
Languages:English
Tech Stack:JavaScriptNode.jsC#JavaPythonReact.jsSQLAPIsHTTPRESTful servicesTCP/UDPSSL/TLSSIPVoIPIP telephonySlackJIRAServerlessLambdaWeRTC

Company Brief

Twilio
Provides cloud communications platforms and APIs enabling developers to add voice, messaging, video, and authentication features to applications. Serves enterprises and developers with programmable communications, engagement, and customer interaction tools.
Industry: API Platforms
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 2008
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Glassdoor: 4.0
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