Job Description

See yourself at Twilio

Join the team as our next Technical Support Engineer!

Who we are & why we're hiring

Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.

Although we're headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We're on a journey to becoming a globally anti-racist, anti-oppressive, anti-bias company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business. We employ thousands of Twilions worldwide, and we're looking for more builders, creators, and visionaries to help fuel our growth momentum.

About the job

This position is needed to join our rapidly growing Messaging Support team to deliver world-class support to our customers who use Twilio's Programmable Messaging products.

As a Technical Support Engineer 2 on the Messaging Support team, you will provide technical support for a wide range of customer inquiries received via email, phone, and chat. You will problem solve and communicate complex technical issues to both technical and non-technical audiences. An outstanding customer experience with our products as well as our service is an integral part of why customers choose Twilio, and your role is critical in ensuring the success here.

Responsibilities

In this role, you'll:

• WEAR THE CUSTOMER'S SHOES: Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio's Product and Engineering teams.
  

• Be ready to assist our customers when they need us. This position will require to work standard APAC working hours and a shift schedule that includes a weekend day.

• BE INCLUSIVE: Work with our customers' and partners' developers, architects, and support personnel to resolve complex problems with potentially very costly and far-reaching consequences.
  

• BE AN OWNER: Collaborate with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs.
  

• WRITE IT DOWN: Review and contribute to internal knowledge bases and external technical resources to stay current on industry shifts and standards.

Qualifications

Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other 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!

Required:

• 3+ years in a client-facing technical support role, supporting Communications, SaaS or related technologies.

• Strong problem-solving and technical troubleshooting skills

• Familiarity with REST API ecosystem and ability to read code in at least one server-side language (C#, Java, Python, Node.js, Ruby, or PHP).

• Skilled in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS.

• High competency in communicating complex technical issues to both technical and non-technical audiences via phone or email mediums.
  

• Interest in utilizing customer feedback to identify and drive improvements in our products.
  

• Ability to stand in the customer's shoes and demonstrated dedication to the customer experience.
  

• Advanced time management skills, ability to work well under pressure, and proficiency at developing workflows to increase troubleshooting efficiency while still following standard processes and procedures.
  

• Excellence in task prioritization and evaluation of situational urgency.
  

Location

This role will be based in our Singapore/ Hong Kong office. No travel is anticipated.

What We Offer

There are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

Twilio thinks big. Do you?

We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.

So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now!

If this role isn't what you're looking for, please consider other open positions.