Twilio
TechnicalSupportEngineer2
Neural analysis suggests this role is
optimal for Mid candidates.
“Technical Support Engineer 2 at Twilio. Skills: technical support, customer service, problem-solving, communication. supporting technical customer queries. explaining complex concepts in clear, easily understood ways that build customer confidence”
What You'll Achieve.
Ensure Support SLAs and CSAT goals are consistently met and ticket queues are well managed
Industry & Context.
problem-solving and technical troubleshooting skills
What They're Looking For.
Must Have
3+ years experience in a client facing customer / technical support role, delivering support for subscription and usage based billing solutions, A demonstrated history of customer focus, empathy, active listening, and the ability to diplomatically address customer concerns and provide feedback, Experience communicating complex technical issues to both technical and non-technical audiences via phone and / or email, A demonstrated ability to remain calm and effective at higher workloads as well as excelling at prioritization and evaluation of situational urgency, Experience working with Salesforce, Quickbooks, Zuora or other financial management software tools, Accountability - Being willing to answer for the outcomes resulting from their own choices, behaviors, and actions. Take ownership of situations that they're involved in, Self Motivation and Focus - Motivated to do or achieve something because of one's own enthusiasm or interest, without needing pressure from others. Achieve what they set out to do before launching new initiatives.
Nice to Have
Previous exposure or knowledge of Twilio products., Previous experience with Zendesk or a similar ticketing system.
What You'll Do.
supporting technical customer queries
explaining complex concepts in clear
easily understood ways that build customer confidence
demonstrate technical competency
and professionalism in your interactions with customers via email
chat and video conferencing
Contribute to the Voice of the Customer and document interactions
root causes and issue resolution to help drive product enhancements that improve product supportability
quality and ease of use
Provide product support for a wide range of customer inquiries received via telephone
social media and chat
Identify ways to improve existing processes and procedures
Be the point of escalation for complex issues within support
and escalate to Product and Engineering teams as necessary
assist newer members of the Customer Support team with customer issues
Ensure Support SLAs and CSAT goals are consistently met and ticket queues are well managed
How You'll Work.
Team & Collaboration
key partner with multiple teams across Twilio, ensuring thoughtful and thorough customer support considerations at all times; escalate to Product and Engineering teams as necessary; Coach, guide, assist newer members of the Customer Support team
Communication Scope
Explaining complex concepts in clear, easily understood ways that build customer confidence; Excellent reading comprehension, listening, and writing skills; Experience communicating complex technical issues to both technical and non-technical audiences via phone and / or email
Full Job Description
Who we are At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work, 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. We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions! . See yourself at Twilio Join the team as Twilio’s next Technical Support Engineer 2. About the job As a Technical Support Engineer 2 you will be a member of our TCX (Transforming Customer Experience) team. This team is instrumental in providing impeccable, broad spectrum support, meeting the customers needs at the earliest opportunity. This team is responsible for designing and delivering Operational Excellence principles and practices across the Support ecosystem and is a key partner with multiple teams across Twilio, ensuring thoughtful and thorough customer support considerations at all times. Responsibilities In this role, you’ll: Have experience supporting technical customer queries. Explaining complex concepts in clear, easily understood ways that build customer confidence. Demonstrate technical competency, empathy, and professionalism in your interactions with customers via email, phone, chat and video conferencing. Contribute to the Voice of the Customer and document interactions, root causes and issue resolution to help drive product enhancements that improve product supportability, quality and ease of use. WEAR THE CUSTOMER'S SHOES: Provide product support for a wide range of cus
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