Remote opportunity at
TwilioTechnical Support Engineer 2
Twilio is hiring a Technical Support Engineer 2 to act as a subject matter expert for the Programmable Messaging API and serve as the primary voice…
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About This Role
Twilio is hiring a Technical Support Engineer 2 to act as a subject matter expert for the Programmable Messaging API and serve as the primary voice for the company when interacting with customers and partners. This remote position is based in specific regions of India, including Karnataka, Maharashtra, Tamil Nadu, Telangana, and Delhi. The role involves handling support cases submitted by wholesale providers, assisting users with message deliverability troubleshooting, and…
Job Description
Twilio is hiring a Technical Support Engineer 2 to act as a subject matter expert for the Programmable Messaging API and serve as the primary voice for the company when interacting with customers and partners. This remote position is based in specific regions of India, including Karnataka, Maharashtra, Tamil Nadu, Telangana, and Delhi. The role involves handling support cases submitted by wholesale providers, assisting users with message deliverability troubleshooting, and managing escalations involving carrier partners.
Candidates for this position will need strong time management skills and the ability to communicate technical concepts clearly across phone, email, and chat. Responsibilities include collaborating with internal engineering and product teams via Slack, filing bug reports in Jira, updating documentation, and helping surface customer issues to management for process improvements. The role requires schedule flexibility to cover swing, night, and weekend shifts.
Responsibilities
- Manage and resolve support tickets submitted by wholesale providers
- Troubleshoot message deliverability problems and coordinate escalations with carrier partners
- Communicate with customers over the phone to answer questions and resolve technical issues
- Collaborate with internal product, engineering, and teammates using Slack
- Submit Jira tickets for reproducible software bugs
- Review internal knowledge bases and update documentation with corrected details or standards
- Partner with management to highlight customer challenges and improve internal processes
Requirements
- Three or more years of experience in a client-facing technical role supporting REST APIs or enterprise software
- Availability to work flexible schedules including nights, swing shifts, and weekends
- Solid understanding of common technology stacks within the web and telecommunications ecosystem
- Functional familiarity with general-purpose programming languages
- Strong technical troubleshooting and problem-solving abilities
- Capacity to handle difficult customer interactions professionally and de-escalate live tense situations
Qualifications
- Bachelor degree or equivalent work experience
- Prior exposure or knowledge regarding Twilio products
- Coding experience in any language for reading and debugging
- Previous familiarity with Jira or similar ticketing platforms
Core Skills
Benefits
- Competitive pay
- Generous time off
- Ample wellness and parental leave
- Healthcare coverage
- Retirement savings program
- Support for community volunteering and donation efforts
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this position remote?
Yes, this role is remote and based in India within the states of Karnataka, Maharashtra, Tamil Nadu, Telangana, and Delhi. Occasional in-person travel for team meetings or project gatherings may be required.
What are the working hours for this role?
The position requires schedule flexibility, including the ability to work swing, night, and weekend shifts.
What is the salary for this position?
The posting does not specify a salary range.
Sample Interview Questions
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