Technical Support Engineer - Flex

See yourself at Twilio

Join the team as our next Technical Support Engineer - Flex

Who we are & why we’re hiring

Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.

Although we're headquartered in San Francisco, we're on a journey to becoming a globally antiracist company that supports diversity, equity & inclusion wherever we do business. We employ thousands of Twilions worldwide, and we're looking for more builders, creators, and visionaries to help fuel our growth momentum.

About the job

This position is needed to support our customers’ use of the Twilio Flex platform. 

You will focus on providing friendly, professional customer service, while problem solving and communicating complex technical issues to both technical and non-technical audiences via phone, email and chat mediums. You have advanced time management skills, the ability to work well under pressure, and are proficient at developing workflows to increase efficiency while still following standard processes and procedures.

Responsibilities

In this role, you’ll:

• Work with our customers' and partners' developers, architects, and support personnel to resolve complex problems
• Leverage your experience with troubleshooting and resolving Quality of Service (QoS) issues.
• Collaborate with your teammates and the Twilio Product and Engineering teams via Slack.
• 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 betterments.

Qualifications 

Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

Required:

• 1-2 years of Full-Stack Javascript development experience with broad and deep capabilities to troubleshoot server-side code (primarily Node.js, C#/Java are bonus) and client-side code (JavaScript specifically React is a huge bonus).
• 2-5 years of Technical Customer Support experience preferred
• A proven history of customer focus and empathy, including the ability to diplomatically address customer concerns and provide feedback.
• Good knowledge of RESTful technology, previous work with APIs and ability to understand and troubleshoot issues with cloud solutions.
• Mobile App Development experience preferred but not required including experience with Android and IOS platforms using programming languages like Swift, Objective-C, Java
• A good understanding of OOP is necessary.
• Experience working collaboratively with team members in different geographic locations and time zones. 
• A Bachelor’s degree or equivalent work experience.
• Schedule: ability to work non-standard hours, including weekends, and on shift-based schedules as required. Tuesday - Saturday shift in Mountain or Central time zones.

Location 

This role will be remote in the US, and asked to work a Tuesday - Saturday shift in Mountain or Central time zones preferred.

What We Offer

There are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

Twilio thinks big. Do you?

We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.

So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now!

If this role isn't what you're looking for, please consider other open positions.

*Please note this role is open to candidates outside of Colorado, California, New York, and Washington. The information below is provided for candidates hired in those locations only.

The estimated pay ranges for this role are as follows:

• Based in Colorado: $90,320 - $112900.
• Based in New York, Washington State or California (outside the San Francisco Bay Area): $95,680 - $119,600.
• Based in the San Francisco Bay area, California: $106,240 - $132,800.
• This role is eligible to participate in Twilio's equity plan and the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.