Technical Support Engineer - 2, Platform and Applications

At Twilio, we're shaping the future of communications. We're looking for a Technical Support Engineer to join our Global Customer Support team in India, who will be dedicated to understanding and resolving complex customer requests via phone/email/chat/side channel/live support or any other support/communication channel, identify adoption and upsell opportunities for customers and make the appropriate connections.

Requirements

• 2-4 years of experience
• Proven experience in a Technical Support Engineer, Application Support, or Support Engineer role, supporting complex software products or platforms
• Strong programming/scripting troubleshooting skills in at least one of: JavaScript (preferably with Node.js) / Python / Java
• API or enterprise software experience, including technical troubleshooting skills
• Hands-on experience with web technologies and APIs, including: REST APIs/ HTTP protocol concepts/ API testing tools such as Postman or curl / Webhooks
• Solid understanding of networking and real-time communication, including: VoIP / SIP / WebRTC / TCP/UDP networking fundamentals / TLS/SSL
• Strong debugging and troubleshooting skills across: Application logs and API calls, Network traces (packet captures, basic analysis), Browser developer tools (for web-based products)
• Fluency in English (verbal, comprehension, listening, and writing)
• Availability to work non-standard (shifts / weekend rotation), on-call rotation weekend and holiday hours.
• Ability to diplomatically address customer concerns and provide feedback
• Escalation Management: Knowing when to escalate and ability to de-escalate difficult/complex customer situations in a live environment
• Basic case management experience/skills
• Strong problem-solving skills and critical thinking

Benefits

• Competitive pay
• Generous time off
• Ample parental and wellness leave
• Healthcare
• Retirement savings program