Technical Support Engineer 2
Core
Support Twilio's Programmable Messaging product by resolving complex customer requests, troubleshooting message deliverability, and acting as a subject matter expert for the API.
Role type
Senior IC technical support engineer (messaging API)
Builds
Customer support workflows and documentation for the Programmable Messaging product
Domain
Telecommunications / Cloud Communications
Deliverable
client delivery
Required skills
REST API support, troubleshooting message deliverability, carrier partner management, functional programming knowledge, technical troubleshooting, de-escalation, reading comprehension, listening, writing
Preferred skills
Twilio product knowledge, coding experience (reading/debugging), JIRA experience
Technologies
REST API, JIRA, Slack
Responsibilities
Resolve complex customer requests for Wholesale providers; troubleshoot message deliverability issues; manage escalations with Carrier partners; contribute to documentation; speak with customers on the phone to troubleshoot; collaborate with Product and Engineering teams; file Jira tickets for bugs; surface customer problems to improve processes
Seniority
Mid-Senior, hands-on IC
