Technical Support Engineer

Twilio
Estonia
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Experience: 1-3 yearsSkills: ["Communication","Empathetic communication","Time management","Problem-solving","Prioritization"]

Join the Onboarding Compliance and Support (OCS) team as a Technical Support Engineer, supporting customers’ use of the Twilio Console platform. You’ll troubleshoot complex technical issues, provide customer feedback to Product and Engineering, and collaborate with cross-functional teams and partners. Serve as a subject matter expert through phone/email support, manage irregular shifts as needed, and contribute to internal knowledge bases while driving improvements to the support process.

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FursaFursa
Twilio
Twilio
1 day ago

Technical Support Engineer

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Last checked: 2 hours agoStatus: Live

Job Summary

Join the Onboarding Compliance and Support (OCS) team as a Technical Support Engineer, supporting customers’ use of the Twilio Console platform. You’ll troubleshoot complex technical issues, provide customer feedback to Product and Engineering, and collaborate with cross-functional teams and partners. Serve as a subject matter expert through phone/email support, manage irregular shifts as needed, and contribute to internal knowledge bases while driving improvements to the support process.
Location: Estonia
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Use technical and diplomatic skills to resolve customer issues and provide feedback to Twilio Product and Engineering teams.
  • •Support customers via phone or email and handle irregular shifts, including weekends as needed.
  • •Collaborate with customer and partner developers, architects, and support personnel to resolve complex problems.
  • •Review and contribute to internal knowledge bases and external technical resources to stay current on industry shifts and standards.
  • •Collaborate with teammates and teams via Slack and file JIRAs to report reproducible bugs.

Pay and Benefits

Perks:Health InsurancePaid LeaveParental LeaveRetirement Savings

Key Requirements

  • •1-3 years of experience communicating complex technical issues to both technical and non-technical audiences via phone or email (telecom experience preferred).
  • •Ability to address customer concerns with friendly, diplomatic, and empathetic communication.
  • •Leverage customer feedback to identify and drive improvements.
  • •Experience working cross-functionally with Engineering, Product Management, and Sales, and sometimes with partner teams.
  • •Experience troubleshooting and resolving QoS issues, including escalations to third parties.
Experience:1-3 yearsTelecom
Skills:CommunicationEmpathetic communicationTime managementProblem-solvingPrioritization
Tech Stack:SlackJIRATwilio Console

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
Glassdoor
Glassdoor: 4.0
WebsiteLinkedIn