Technical Support Engineer

This position is needed to support our customers’ use of Twilio’s Programmable Messaging product. This role will function as the voice of Twilio to our customers and partners and operate as a subject matter expert for Twilio’s Programmable Messaging API. In addition, focus on providing friendly, professional customer service, while problem-solving and demonstrating a high competency in communicating complex technical issues to both technical and non-technical audiences via phone, email, and chat mediums. Advanced time management skills are able to work well under pressure, and are proficient at developing workflows to remain efficient at tasks while still following standard processes and procedures. In this role, you will work on messaging email cases submitted by both individual developers and major brands, assist customers with troubleshooting message deliverability issues and debug customer code, speak with customers via phone and chat to guide them through the development of their SMS applications, collaborate with teammates and the Twilio Product and Engineering teams via Slack, file Jira’s to report reproducible bugs and review our internal knowledge base to stay up to speed with industry shifts and standards, and work with their manager to surface customer problems to assist in process betterment.