Technical Support Engineer 1
Core
Provide technical support and onboarding assistance for customers using the Twilio Console platform, acting as a subject matter expert to resolve complex issues.
Role type
Entry-level Technical Support Engineer (IC)
Builds
Customer support workflows and account management for the Twilio Console
Domain
Telecommunications / Cloud Communications
Deliverable
client delivery
Required skills
Troubleshooting QoS issues, cross-functional collaboration, technical documentation, time management, customer empathy, written and verbal communication
Preferred skills
Handling escalations, routing critical issues, bug reporting, process streamlining
Technologies
Twilio Console, JIRA, Slack
Responsibilities
Address customer issues and provide feedback to Product and Engineering teams, resolve complex technical problems with developers and architects, collaborate with teammates to improve team workflows, review and contribute to internal knowledge bases, work irregular shifts including weekends
Seniority
Junior, hands-on IC