Technical Support Engineer 2

About the role

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.

What you'll do

• Work on support cases submitted by Wholesale providers
• Resolve complex customer requests
• Assist customers with troubleshooting message deliverability issues and manage escalations with our Carrier partners
• Contribute to existing documentation including to correct errors, the elaboration of details, updates to current standards
• Speak with a customer on the phone in order to troubleshoot support issues or address questions

What you need

• 3–6 yrs of experience
• Troubleshooting
• Any graduate

Good to have

• REST APIs
• Ticketing tools
• JIRA