Staff Technical Support Engineer

• 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
• We are looking for our next Staff, Technical Support Engineer to join our global Voice Segment Platform Applications (VSPA) team, who will be dedicated to resolving highly complex customer requests, managing critical escalations, and driving technical process improvements
• You will mentor peers and collaborate cross-functionally
• Critically, you will leverage advanced troubleshooting expertise—including programming languages, SQL, REST APIs, DevTools, network connectivity (PCAP), and data analytics—to resolve deep technical issues and ensure customer success
• Address and deconstruct highly sophisticated customer inquiries across various live and digital support channels. Distill intricate technical concepts into clear communications, balancing professional empathy with the necessary sense of urgency
• Proactively identify potential customer friction points to mitigate escalations before they arise. Take decisive action to resolve critical issues rapidly while remaining strictly within established SLA parameters
• Maintain meticulous records of every interaction, ensuring technical artifacts—such as Splunk queries, JIRA tickets, and logs—are thoroughly captured. Demonstrate a commitment to “writing it down” by updating team knowledge bases and internal troubleshooting guides throughout the case lifecycle
• Harness the power of Twilio’s AI suites and internal automation tools to streamline customer workflows and enhance communication efficiency
• Empower others through mentorship on case management excellence. Actively contribute to the growth of the team by leading the onboarding of new Twilions and designing structured technical training modules
• Collaborate and network across functional silos, partnering with Engineering, Product, and Sales—as well as external partner organizations—to architect the solutions our customers require
• Diagnose systemic operational hurdles and champion innovative process improvements. Exhibit a “Drawing the Owl” mindset by leading technical projects that allow the support organization to operate at a global scale

Benefits

• Build and present a Twilio app to earn your Twilio track jacket and receive $30 per month for e-books for continued learning and education
• Work from home opportunities
• Generous annual time off in all countries
• Comprehensive health programs
• Programs to help our employees plan for their retirement needs
• Generous maternity, paternity, and adoption leaves, as well as family medical care leave
• Variety of snacks, drinks, and catered meals in each of our locations- We are always looking for people who will bring something new to the table!
• While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also apply
• 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
• Good knowledge of SQL and Data Analysis using analytics tools (such as Looker, Tableau, CloudZero Dashboard, etc.)
• Strong networking connectivity knowledge and PCAP analysis, including skills in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS
• Availability to work on weekends or holidays as needed
• 7+ years of relevant experience with API or enterprise software, including technical troubleshooting experience
• Understanding of Cloud Technologies (AWS, GCP & Azure) and Serverless platforms (Lambda)
• Strong analytical and decision-making skills, combined with advanced case management, excellent time management, and the ability to de-escalate difficult or complex customer situations in a live environment
• Fluency in English (verbal, comprehension, listening, and writing) with high competency in communicating complex technical issues to both technical and non-technical audiences via phone, chat, or email
• Intermediate proficiency in programming languages (such as C#, Java, JavaScript, Ruby, PHP, Python, or React.js) and REST APIs, including basic experience using REST API tools like Postman
• Proficiency in troubleshooting issues using DevTools and a core understanding of SSO/Auth0
• Creative problem-solving skills, teamwork abilities to influence all levels of the organization, and utilizing customer feedback to identify and drive improvements in our products
• Familiarity with Log Analysis for Web applications using tools like Kibana or Grafana
• Familiarity with Application Monitoring (APM) Tools and CRM tools such as Salesforce
• Basic understanding of AI/ML, including query search and AI/LLMs
• Segment Product Knowledge