About the job

Twilio is growing rapidly and seeking Technical Support Engineers to join the Onboarding compliance and Support (OCS) team, supporting our customers use of our Console platform, and helping customers manage their Twilio products, services, and accounts. You will function as the voice of Twilio to our customers and partners, and operate as a subject matter expert.

We re looking for someone who is excited in solving tough problems and enjoys helping others work through complex technical issues. You re a solid communicator to both technical and non-technical audiences via phone or email and you re able to empathize with frustrated customers from all backgrounds. You enjoy collaborating with colleagues on your team, help them with the day to day challenges, and are able to contribute ideas on how to improve the team s work.

You should have a firm understanding of the technology stacks common to the Web ecosystem and experience in a telecom environment. You ve got strong time management skills, and are efficient at getting work done in a dynamic work environment while still following standard processes and procedures.

Twilio operates a 24x7 support model so the ability to work weekends and holidays (as needed) may be required.

Responsibilities

- WEAR THE CUSTOMER S SHOES: Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio s Product and Engineering teams.
- Be ready to assist our customers when they need us. This position may require working an irregular shift, including the weekend (Shifts are subject to change based on evolving team and customer needs).
- BE INCLUSIVE: Work with our customers and partners developers, architects,



and support personnel to resolve complex problems with potentially very costly and far-reaching consequences.
- BE AN OWNER: Collaborate with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs.
- WRITE IT DOWN: Review and contribute to internal knowledge bases and external technical resources to stay current on industry shifts and standards.

Qualifications

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasnt followed a traditional path, dont let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

Required:

- 1-3 years of experience communicating complex technical issues to both technical and non-technical audiences via phone or email mediums. (Previous telecom experience is preferred)
- Ability to address customer concerns and provide feedback in a friendly, diplomatic and empathetic way; you treat customer problems like your own.
- Leverages customer feedback to identify and drive improvements.
- Experience and interest in working cross functionally with Engineering, Product Management, and Sales, and sometimes with similar cross functional teams from partner organizations




- Demonstrated desire to understand customer trends, and document and report those trends to continue to improve our support process
- Experience with troubleshooting and resolving QoS (Quality of Service) issues, including escalations to third parties.
- Proven advanced time management skills, with the ability to work well under pressure, and are proficient at developing workflows to remain efficient at tasks while still following standard processes and procedures.
- Excellent written and verbal communication skills.
- Excellence in task prioritization and evaluation of situational urgency.

Desired:

- Experience in handling escalations, working directly with users and Customer Success teams to solve problems.
- Know how to route critical issues to the appropriate internal teams, ensuring timely response.
- Report bugs to the Engineering & QA teams, as well as helping to prioritize fixes to ensure customer satisfaction.
- Clearly communicate with customers and other internal teams about issues impacting their service.
- Execute internal processes to streamline and scale support.

Location

This role will be remote, and based in India (Delhi, Karnataka, Maharashtra, Tamil Nadu and Telangana)

Travel

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.

Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Technical Support Engineer 1 (India)
🏢 Twilio
📍 India