Job Description

See yourself at Twilio

Join the team as our next Technical Support Engineer 1

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

Twilio is looking for people to join our Developer Support Team, supporting our customers’ use of the Twilio platform, and helping customers get the best experience from Twilio’s products. You will function as the voice of Twilio to our customers and partners, and operate as a subject matter expert for Twilio’s APIs and SDKs.

This position requires working in a shift. The current shift timings for shift based roles supporting our APAC/ EMEA customers is 0630-1530 or 1300-2200 IST. This position also includes rostering. Rosters will be of a 5 day work week, and could include one or both weekend days. ( Mon - Fri, Tue-Sat, Fri-Tue).

Responsibilities

A regular day in the life of a Developer Technical Support Engineer involves troubleshooting coding and integration issues for our customers to help them get the most out of their Twilio experience.

As Developer Technical Support Engineer, you will:

• 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 in APAC/EMEA 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

We seek developer-oriented Technical Support Engineers with:

• Good understanding of server-side code (C#, Java, Node.js, Ruby, or PHP) and client-side code (JavaScript, Android, iOS). Concepts of OOP are necessary. Knowledge of both native and mobile applications is a great bonus.
• Knowledge of RESTful technology, APIs and ability to understand and solve issues with cloud solutions.
• Basic understanding of network connectivity issues, TCP/UDP and basics of SSL/TLS. Bonus: Understanding of WebRTC would be a HUGE plus.
• Ability to communicate complex technical issues to both technical and non-technical audiences via phone or email mediums.
• Interest in utilizing customer feedback to identify and drive improvements in our products.
• Ability to stand in the customer’s shoes and demonstrated dedication to the customer experience.
• Good time management skills, ability to work well under pressure, and proficiency at developing workflows to increase troubleshooting efficiency while still following standard processes and procedures.
• Excellence in task prioritization and evaluation of situational urgency.
• Pursuing Bachelor’s degree in Computer Science or Computer Engineering, or equivalent field - Year Of Passing – 2022

Location

This position will be located in RMZ Ecoworld office in Bangalore

What We Offer

You will enjoy our incredible perks: snacks, weekly team lunch, awesome health benefit coverage and cool swags.

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 .