Support customers’ use of Twilio’s Programmable Messaging product.
Function as the voice of Twilio to customers and partners.
Operate as a subject matter expert for Twilio’s Programmable Messaging API.
Provide friendly, professional customer service, problem-solving, and communication of complex technical issues.
Manage messaging email cases submitted by developers and brands.
Assist customers with troubleshooting message deliverability issues and debug customer code.
Guide customers through the development of their SMS application via phone and chat.
Collaborate with teammates and the Twilio Product and Engineering teams via Slack.
File Jira’s to report reproducible bugs and review internal knowledge base for industry shifts.

Bachelor’s degree or equivalent work experience.
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.
Previous exposure or knowledge of Twilio products (desired).
Coding experience in any language (reading and debugging) (desired).
Previous experience with JIRA or a similar ticketing system (desired).

Technical Support Engineer II

Key skills