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Twilio is seeking a Technical Support Engineer to join the Onboarding Compliance and Support (OCS) team. In this role, you will serve as the voice of Twilio to customers and partners, providing expert technical support for the Twilio Console platform and helping customers manage their products, services, and accounts.
You will address complex technical issues from both technical and non-technical audiences via phone and email, demonstrating strong empathy and diplomatic communication skills. Your responsibilities include:
- Resolving customer technical issues and escalating complex problems with potentially significant business impact
- Serving as a subject matter expert on Twilio's platform and services
- Collaborating with Product, Engineering, and Sales teams via Slack and JIRA to report reproducible bugs and drive improvements
- Contributing to internal knowledge bases and external technical resources
- Identifying and communicating customer trends to improve support processes
- Troubleshooting and resolving Quality of Service (QoS) issues, including third-party escalations
- Managing multiple priorities efficiently while maintaining standard processes
Twilio operates a 24x7 support model, so flexibility to work irregular shifts, weekends, and holidays as needed is required. You may also be asked to report in person on an ad-hoc basis for team gatherings or customer meetings.
The role offers the opportunity to work with a globally distributed team at a rapidly growing SaaS company serving hundreds of thousands of businesses and millions of developers worldwide.
REQUIREMENTS:
Required:
- 1–3 years of experience communicating complex technical issues to both technical and non-technical audiences via phone or email (previous telecom experience preferred)
- Ability to address customer concerns with a friendly, diplomatic, and empathetic approach
- Experience leveraging customer feedback to identify and drive improvements
- Demonstrated ability to work cross-functionally with Engineering, Product Management, Sales, and partner organizations
- Experience troubleshooting and resolving QoS issues, including escalations to third parties
- Advanced time management skills with ability to work well under pressure
- Proficiency in developing workflows to remain efficient while following standard processes
- Excellent written and verbal communication skills
- Excellence in task prioritization and evaluation of situational urgency
Desired:
- Experience handling escalations and working directly with users and Customer Success teams
- Ability to route critical issues to appropriate internal teams with timely response
- Experience reporting bugs to Engineering & QA teams and prioritizing fixes
- Experience executing internal processes to streamline and scale support
About Twilio
SaaS / Enterprise Software — authentication and identity infrastructure for developers.
