Technical Support Engineer 2
Core
Support customers' use of Twilio's Programmable Messaging product and act as a subject matter expert for the Programmable Messaging API.
Role type
Senior IC technical support engineer (messaging)
Builds
Customer support workflows and knowledge base updates for the Programmable Messaging product
Domain
Telecommunications / Cloud Communications
Deliverable
client delivery
Required skills
REST API support, general-purpose programming languages, technical troubleshooting, problem-solving, de-escalation, reading comprehension, listening, writing
Preferred skills
Twilio product knowledge, coding experience, JIRA usage
Technologies
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 betterment.
Seniority
Mid-level, hands-on IC
