Technical Support Expert 2
Core
Subject matter expert supporting customers' use of Twilio's Programmable Messaging product via phone, email, and chat.
Role type
Senior IC technical support engineer (messaging API)
Builds
Troubleshooting message deliverability and debugging customer code for SMS applications
Domain
Telecommunications / Cloud Communications / Messaging APIs
Deliverable
client delivery
Required skills
REST API support, general-purpose programming languages, technical troubleshooting, de-escalation, reading comprehension, listening, writing
Preferred skills
Twilio product knowledge, coding experience (reading/debugging), JIRA usage
Technologies
Twilio Programmable Messaging API, REST API, JIRA, Slack
Responsibilities
Troubleshoot message deliverability issues and debug customer code; Guide customers through SMS application development via phone and chat; Collaborate with Product and Engineering teams to report bugs and update knowledge base; Surface customer problems to assist in process improvement
Seniority
Mid-level, hands-on IC