Technical Support Engineer 2

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. This role reports to a Manager, Technical Support and will be based in our India office. This position requires working in a shift. The current shift timings for shift based roles supporting EMEA customers is 12pm-9pm or 1pm-10pm IST. In this role, you’ll 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. Work with our customers' developers, architects, and support personnel to resolve complex problems. Collaborate with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs. Review and contribute to internal knowledge bases and external technical resources to stay current on industry shifts and standards.