Technical Support Engineer - 2, Platform and Applications

<div class="content-intro"><p><strong>Who we are&nbsp;</strong></p> <p>At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to<a class="c-link" href="https://customers.twilio.com/" target="_blank" data-stringify-link="https://customers.twilio.com/" data-sk="tooltip_parent">&nbsp;hundreds of thousands of businesses&nbsp;</a>and empower millions of developers worldwide to craft personalized customer experiences.</p> <p>Our dedication to <a class="c-link" href="https://www.twilio.com/en-us/blog/open-work" target="_blank" data-stringify-link="https://www.twilio.com/en-us/blog/open-work" data-sk="tooltip_parent">remote-first work</a>, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.<br><br>We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!</p> <p><span style="color: rgb(255, 255, 255);">.</span></p></div><p><strong>See yourself at Twilio</strong></p> <p>Join the team as Twilio’s next Technical Support Engineer 2</p> <p><strong>About the job</strong></p> <p>This position is needed to support our customers’ use of the Twilio platform, and help customers get the best experience from Twilio’s products. You will function as the voice of Twilio to our customers and partners, and operate as a subject matter expert for Twilio’s APIs and SDKs.</p> <p>We are looking for our next Technical Support Engineer 3 to join our Global Customer Support team in India, who will be dedicated to understanding and resolving complex customer requests via phone/email/chat/side channel/live support or any other support/communication channel, identify adoption and upsell opportunities for customers and make the appropriate connections. Develops knowledge on multiple specialty areas.&nbsp; Identifies and responds to customer escalations and thoroughly document every customer interaction</p> <p><strong>Responsibilities</strong></p> <p>In this role, you’ll:</p> <ul> <li>Understands and resolves complex customer requests via phone/email/chat/side channel/live support or any other support/communication channel. Identify adoption and upsell opportunities for customers and make the appropriate connections. Develops knowledge on multiple specialty areas.</li> <li>Communicate complex concepts to customers. Anticipates customer questions and proactively responds with suggestions</li> <li>Identifies and responds to customer escalations. Effectively work multiple support channels (chat, phone, social, etc). Work on one concurrency chat.&nbsp;</li> <li>Prioritize the queue based on status, priority, entitlement. Follow guidance prioritizing caseload to achieve SLA compliance targets.&nbsp; Meet SLA requirements per channel/role</li> <li>Follow established guidelines on tagging, categorizing, merging tickets. Leverage runbooks/wiki, macros, and other tools to efficiently resolve tickets. Escalate to senior technical resources to drive ticket resolution</li> <li>Leverage Twilio's AI tools and other automations (macros and related tools) to assist and efficiently communicate with customers</li> <li>Mentor or provide training to other team members in case management best practices.</li> <li>Thoroughly document every customer interaction (email, phone, chat, side-channel communications). Thoroughly document every internal interaction (research, cross-team engagement). Captures technical details (logs, splunk queries, JIRA details, etc), and provides internal commentary, troubleshooting steps throughout the case. Follows established guidelines on tagging, categorizing, merging tickets. Contributes to Knowledge articles.</li> <li>Manage incidents effectively during on-call shifts. While on-call triage SDM Escalations</li> <li>Active participant in process improvement initiatives</li> </ul> <p><strong>Qualifications&nbsp;</strong></p> <p>Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!</p> <p><strong>*Required:</strong></p> <ul> <li>2-4 years of experience</li> <li>Proven experience in a Technical Support Engineer, Application Support, or Support Engineer role, supporting complex software products or platforms</li> <li>Strong programming/scripting troubleshooting skills in at least one of: JavaScript (preferably with Node.js) / Python / Java&nbsp;</li> <li>API or enterprise software experience, including technical troubleshooting skills. Hands‑on experience with web technologies and APIs, including: REST APIs/ HTTP protocol concepts/ API testing tools such as Postman or curl / Webhooks&nbsp;</li> <li>Solid understanding of networking and real-time communication, including: VoIP / SIP / WebRTC / TCP/UDP networking fundamentals / TLS/SSL</li> <li>Strong debugging and troubleshooting skills across: Application logs and API calls, Network traces (packet captures, basic analysis), Browser developer tools (for web-based products)</li> <li>Fluency in English (verbal, comprehension, listening, and writing)</li> <li>Availability to work non-standard (shifts / weekend rotation), on-call rotation weekend and holiday hours.</li> <li>Ability to diplomatically address customer concerns and provide feedback</li> </ul> <p><strong>Desired:</strong></p> <ul> <li>Bachelor's Degree or equivalent certifications and work experience</li> <li>Escalation Management: Knowing when to escalate and ability to de-escalate difficult/complex customer situations in a live environment</li> <li>Basic case management experience/skills</li> <li>Strong problem-solving skills and critical thinking</li> </ul> <p><strong>Location</strong></p> <p>This role will be remote, and based in India (Karnataka, Telangana, Tamil Nadu, Maharashtra, Delhi).</p> <p><strong>Travel&nbsp;</strong></p> <p>We prioritize connection and opportunities to build relationships with our customers and each other. For this role, approximately 15% travel is anticipated to help you connect in-person in a meaningful way.&nbsp;</p> <p><strong>What We Offer</strong></p> <p>Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.</p><div class="content-conclusion"><p><strong>Twilio thinks big. Do you?</strong></p> <p>We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek o