Join Twilio as a Technical Support Engineer 2 to support customers using Twilio's Programmable Messaging product.
Posted by employer 21 hours ago
First seen on Joblaze 8 hours ago
Last verified on the company career page 8 hours ago
What you'll build
- Work on support cases submitted by Wholesale providers
- Resolve complex customer requests
- Assist customers with troubleshooting message deliverability issues
- Contribute to existing documentation
- Collaborate with teammates and Twilio Product and Engineering teams
Must have
- Bachelor’s degree or equivalent work experience
- 3+ years of experience in a client-facing technical role
- Flexibility in work schedule weekend, swing, and night shifts
- Strong problem-solving and technical troubleshooting skills
- Ability to professionally address customer concerns
Nice to have
- Previous exposure or knowledge of Twilio products
- Coding experience in any language
- Previous experience with JIRA or a similar ticketing system
AI in the day-to-day
We use Artificial Intelligence (AI) to help make our hiring process efficient.
Requirements
- Experience
- 3+ years
- Education
- Bachelor's degree
Not disclosed in this posting: compensation, visa sponsorship.
Benefits
Joblaze summary
In the role of Technical Support Engineer 2 at Twilio, the individual will primarily assist customers in navigating and troubleshooting issues related to the Programmable Messaging product. Key skills include a solid understanding of REST APIs, general-purpose programming languages, and the ability to communicate complex technical concepts clearly to diverse audiences. This position is well-suited for someone with at least three years of experience in a client-facing technical role, particularly in enterprise software support. The team operates in a remote-first environment, emphasizing collaboration and continuous improvement.
Joblaze insights
- Listed today — first seen on Joblaze November 6, 2026. Last confirmed on Twilio's careers page November 6, 2026.
- This exact title is also open at 4 other locations at Twilio: Remote - Ireland, Remote - Ireland, Remote - Ireland, Remote - Ireland.
- Jira appears in 1.7% of 117 comparable mid other roles in India; REST API appears in 0.9% of 117 comparable mid other roles in India.
Quick facts
- Is the Technical Support Engineer 2 role remote?
- Yes — Twilio lists this as a fully remote position.
- How much experience is required?
- At least 3 years of relevant experience for this Technical Support Engineer 2 role.
- What's the tech stack?
- Joblaze extracted these technologies from the posting: Jira, REST API.
- What seniority level is this role?
- Twilio targets mid-level candidates for this position.
- Is this full-time or contract?
- Full-time for this Technical Support Engineer 2 role at Twilio.
From the original posting
Who we are
See yourself at Twilio
Join the team as Twilio’s next Technical Support Engineer 2.
About the job
This position is needed to support our customers’ use of Twilio’s Programmable Messaging product. This role will function as the voice of Twilio to our customers and partners and operate as a subject matter expert for Twilio’s Programmable Messaging API. In addition, focus on providing friendly, professional customer service, while problem-solving and demonstrating a high competency in communicating complex technical issues to both technical and non-technical audiences via phone, email, and chat mediums. Advanced time management skills are able to work well under pressure, and are proficient at developing workflows to remain efficient at tasks while still following standard processes and procedures.
Responsibilities
In this role, you’ll:
- Work on support cases submitted by Wholesale providers.
- Resolve complex customer requests
- Assist customers with troubleshooting message deliverability issues and manage escalations with our Carrier partners.
- Contribute to existing documentation including to correct errors, the elaboration of details, updates to current standards.
- Speak with a customer on the phone in order to troubleshoot support issues or address questions.
- Collaborate with your teammates and the Twilio Product and Engineering teams via Slack.
- File Jira’s to report reproducible bugs and review our internal knowledge base to stay up to speed with industry shifts and standards.
- Work with your manager to surface customer problems to assist in process betterment.
*Required:
- Bachelor’s degree or equivalent work experience
- 3+ years of experience in a client-facing technical role, preferably in supporting REST API or enterprise software
- Position requires flexibility in work schedule weekend, swing, and night shifts
- Positive attitude and ability to communicate with a wide array of stakeholders
- A firm understanding of the technology stacks common to the Web and telco ecosystem.
- Functional knowledge of general-purpose programming languages.
- Strong problem-solving and technical troubleshooting skills
- Ability to professionally and diplomatically address customer concerns and provide concise feedback.
- Ability to de-escalate tense/tough customer situations in a live environment.
- Excellent reading comprehension, listening, and writing skills.
Desired:
- Previous exposure or knowledge of Twilio products.
- Coding experience in any language. (reading and debugging)
- Previous experience with JIRA or a similar ticketing system.
Location
This role will be remote and based in India (Karnataka, Maharashtra, Tamil Nadu, Telangana, Delhi)
Twilio thinks big. Do you?
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.Standard company text repeated across Twilio's postings is omitted here.
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