Technical Support Engineer 3

Who we are At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work , and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions! . See yourself at Twilio Join the team as Twilio’s next Technical Support Engineer 3 About the job Twilio is growing rapidly and seeking a Technical Support Engineer 3 to join our Customer Support organization, responsible for delivering award winning billing support to Twilio customers. Excellent customer service is one of the core values of our company and what our customers have come to expect and love about Twilio. Twilio operates a 24/7 support model so the ability to work weekends and holidays (as needed) is required. Responsibilities In this role, you’ll: Work on messaging, Voice and email cases through chat Assist customers with troubleshooting message deliverability issues and debug customer error codes. Collaborate with your teammates and the Twilio Product and Engineering teams via Slack, Jira, Snow . File Jira’s to report reproducible bugs and review our internal knowledge base to stay up to speed with 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 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: 4+ years experience providing professional, empathetic, and timely customer and/or technical support, with Social Media experience preferred Bachelor’s degree of commensurate experience and education Ability to work independently with minimal direct supervision and within a team. Positive, can-do mentality with a willingness to embrace the critical and time-sensitive nature of issues and incidents, and a demonstrated history of customer focus, including the ability to diplomatically address customer concerns, escalations, and provide feedback, often via public forums Strong business insight and executive presence; you have the ability to lead executive-level communications on critical or sensitive issues Clear and concise communication of technical issues to both technical and non-technical audiences via email, chat, phone, and social media platforms Superior investigative skills to gather detailed insight about a customers’ outreach and effectively collaborate with other Product Support teams, Engineering, Legal, Brand, and others to come to a resolution Excellent time management skills and the ability to remain calm and excel at prioritizing and evaluating situations of urgency while maintaining a positive demeanor Experience utilizing customer feedback and data reporting to identify and drive improvements across Twilio teams and products, with a desire to understand customer trends and document those trends Desired: Preferred experience working in Zendesk, Flex, Tableau, Salesforce, and similar tooling Prior Social Media experience and familiarity with major Social Media channels such as X, Facebook, LinkedIn, and Instagram Data analysis and reporting insights experience, especially with familiarity utilizing Tableau, Sheets, and Airtable Project management experience, providing timely updates and insights on progress and blockers Weekend coverage availability, and flexibility to be a backfill during high volume times. Location This role will be based in the India remotely (Karnataka, Telangana, Maharashtra, Tamil Nadu, Delhi) 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. What We Offer Working at Twilio offers many benefits, including competitive pay, 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. Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.