Technical Support Engineer
Core
Support Twilio's customers and partners by resolving complex technical requests via multiple channels and acting as a subject matter expert for Twilio's APIs and SDKs.
Role type
Senior Technical Support Engineer (IC)
Builds
Customer success and platform adoption for Twilio's communications APIs
Domain
Cloud Communications / Developer Platform
Deliverable
client delivery
Required skills
JavaScript (Node.js), Python, Java, REST APIs, HTTP, VoIP, SIP, WebRTC, TCP/UDP, TLS/SSL, debugging, troubleshooting, networking fundamentals
Preferred skills
Escalation management, case management, problem-solving, critical thinking
Technologies
Postman, curl, Splunk, JIRA, Twilio AI tools
Responsibilities
Resolve complex customer requests via phone/email/chat/live support; identify adoption and upsell opportunities; respond to escalations; document all interactions and technical details; manage incidents during on-call shifts; mentor team members on case management; participate in process improvement initiatives
Seniority
Senior, hands-on IC