Staff Technical Support Engineer, Twilio
Cloud communications software
Be an early applicant
Cloud communications software
1001+ employees
Be an early applicant
1001+ employees
Company mission
To enable innovators across every industry - from emerging leaders to the world’s largest organisations - to reinvent how companies engage with their customers.
Role
Who you are
- 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!
- 7+ years of relevant experience with API or enterprise software, including technical troubleshooting experience
- Intermediate proficiency in programming languages (such as C#, Java, JavaScript, Ruby, PHP, Python, or React.js) and REST APIs, including basic experience using REST API tools like Postman
- Good knowledge of SQL and Data Analysis using analytics tools (such as Looker, Tableau, CloudZero Dashboard, etc.)
- Strong networking connectivity knowledge and PCAP analysis, including skills in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS
- Fluency in English (verbal, comprehension, listening, and writing) with high competency in communicating complex technical issues to both technical and non-technical audiences via phone, chat, or email
- Strong analytical and decision-making skills, combined with advanced case management, excellent time management, and the ability to de-escalate difficult or complex customer situations in a live environment
- Proficiency in troubleshooting issues using DevTools and a core understanding of SSO/Auth0
- Understanding of Cloud Technologies (AWS, GCP & Azure) and Serverless platforms (Lambda)
- Availability to work on weekends or holidays as needed
Desirable
- Segment Product Knowledge
- Creative problem-solving skills, teamwork abilities to influence all levels of the organization, and utilizing customer feedback to identify and drive improvements in our products
- Familiarity with Log Analysis for Web applications using tools like Kibana or Grafana
- Familiarity with Application Monitoring (APM) Tools and CRM tools such as Salesforce
- Basic understanding of AI/ML, including query search and AI/LLMs
What the job involves
- This position is needed to support our customers’ use of the Twilio platform, and help 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
- We are looking for our next Staff, Technical Support Engineer to join our global Voice Segment Platform Applications (VSPA) team, who will be dedicated to resolving highly complex customer requests, managing critical escalations, and driving technical process improvements
- You will mentor peers and collaborate cross-functionally
- Critically, you will leverage advanced troubleshooting expertise—including programming languages, SQL, REST APIs, DevTools, network connectivity (PCAP), and data analytics—to resolve deep technical issues and ensure customer success
- Address and deconstruct highly sophisticated customer inquiries across various live and digital support channels. Distill intricate technical concepts into clear communications, balancing professional empathy with the necessary sense of urgency
- Proactively identify potential customer friction points to mitigate escalations before they arise. Take decisive action to resolve critical issues rapidly while remaining strictly within established SLA parameters
- Maintain meticulous records of every interaction, ensuring technical artifacts—such as Splunk queries, JIRA tickets, and logs—are thoroughly captured. Demonstrate a commitment to “writing it down” by updating team knowledge bases and internal troubleshooting guides throughout the case lifecycle
- Harness the power of Twilio’s AI suites and internal automation tools to streamline customer workflows and enhance communication efficiency
- Empower others through mentorship on case management excellence. Actively contribute to the growth of the team by leading the onboarding of new Twilions and designing structured technical training modules
- Collaborate and network across functional silos, partnering with Engineering, Product, and Sales—as well as external partner organizations—to architect the solutions our customers require
- Diagnose systemic operational hurdles and champion innovative process improvements. Exhibit a “Drawing the Owl” mindset by leading technical projects that allow the support organization to operate at a global scale
Our take
Traditionally, it has been difficult for businesses to establish communications systems in-house. Twilio was founded from frustration with this expensive and cumbersome process, providing easy-to-use APIs to let businesses send and receive telephone and text communications.
From these beginnings, the company has expanded through acquisitions and product development to provide a suite of services around market data and customer engagement. It is now a market leader in this space, and has developed a customer base of more than 150,000 businesses including enterprise brands such as Deliveroo, Duolingo and Toyota.
Although aggressive expansion and lack of maturity in some of its products in the past impacted the company's efficiency, a 2023 restructuring addressed these problems and allowed it to remain competitive. The company has since focussed on profitability, streamlining decision making and R&D to put itself in good stead for future success.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
35% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Jul 2015
$130m
SERIES E
Jun 2013
$70m
SERIES D
Total funding: $250.7m
Company benefits
- Generous annual time off in all countries
- Comprehensive health programs
- Programs to help our employees plan for their retirement needs
- Generous maternity, paternity, and adoption leaves, as well as family medical care leave
- Build and present a Twilio app to earn your Twilio track jacket and receive $30 per month for e-books for continued learning and education
- Variety of snacks, drinks, and catered meals in each of our locations
- Work from home opportunities
Company HQ
Financial District, San Francisco, CA
Leadership
Khozema Shipchandler
(CEO)Has been at the company since 2018, beginning as CFO then working as COO, President of Communications then CEO. Prior to this, spent 20 years at GE, ultimately as CCO of GE Digital.
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