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Technical Support Engineer 2

Twilio Inc.

Job Overview

Location

Remote - India

Job Type

Full-time

Full Job Description

📋 Description

• As a Technical Support Engineer 2 at Twilio, you will serve as the voice of Twilio to customers and partners, providing expert support for the Programmable Messaging product and acting as a subject-matter expert on its API.
• Day to day, you will work on messaging email cases from developers and major brands, troubleshoot message deliverability issues, debug customer code, guide customers through SMS application development via phone and chat, collaborate with teammates and Product/Engineering teams via Slack, file Jira tickets for reproducible bugs, and surface customer problems to your manager for process improvement.
• Twilio is a remote-first company shaping the future of communications, empowering hundreds of thousands of businesses and millions of developers worldwide with innovative solutions, fostering a culture of connection, global inclusion, and making work feel rewarding through continuous learning and impact.
• In this role, you will deepen your technical expertise in REST APIs and web ecosystems, strengthen your customer communication and problem-solving skills, gain experience with ticketing systems like Jira, and contribute to product improvement by feeding customer insights back to engineering teams.

🎯 Requirements

• 2+ years of experience in a client-facing technical role, preferably in supporting REST API or enterprise software
• A firm understanding of the technology stacks common to the Web ecosystem
• Functional knowledge of general-purpose programming languages
• Strong problem-solving and technical troubleshooting skills
• Ability to professionally and diplomatically address customer concerns and provide concise feedback
• Ability to de-escalate tense/tough customer situations in a live environment
• Excellent reading comprehension, listening, and writing skills

🏖️ Benefits

• Competitive pay
• Generous time off
• Ample parental and wellness leave
• Healthcare
• Retirement savings program
• Opportunities to build positive change in communities through volunteering and donation support

Skills & Technologies

REST

Remote

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Twilio Inc.

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About Twilio Inc.

Twilio Inc. provides cloud-based communications platforms that enable developers to integrate voice, messaging, video, email, and authentication into applications via APIs. Founded in 2008, the company offers programmable services for SMS, voice calls, WhatsApp, email, and IoT connectivity, serving enterprises, startups, and communication service providers globally. Twilio operates a pay-as-you-go model, allowing customers to scale usage without managing underlying telecom infrastructure. The company is headquartered in San Francisco, California, and trades on the New York Stock Exchange under the symbol TWLO.

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