Technical Support Engineer

* You will be the voice of Twilio to our customers and partners; we’ll count on you to interact in a friendly and professional way.
* You will interact with our customers' and partners' developers, architects and support personnel to resolve complex problems with potentially very costly and far-reaching consequences.
* You will help customers understand the finer points of Twilio capabilities and influence them to implement best practices.
* You will interact, collaborate and network with other departments in Twilio in your search for solutions that our customers need.
* You will work cross functionally with Engineering, Product Management and Sales. Sometimes you will work with similar cross-functional teams from partner organizations.
* You will help us understand customer trends, documenting and reporting what you observe to the management team in order to better improve our support process.

2+ years experience in a client-facing technical role. Desire to deliver positive customer experiences by identifying their problems and guiding them through complex technical solutions. Ability to professionally and diplomatically address customer concerns and provide concise feedback. Excellent reading comprehension, listening, and writing skills. A firm understanding of the technology stacks common to the Web ecosystem. A functional knowledge of general purpose programming languages. You are good at and enjoy debugging other people’s code. Solid understanding of computer networking. Experience working with team members in different geographic locations and timezones and with diverse cultural backgrounds. Telecomm experience preferred. For example, you have implemented, deployed and/or maintained/supported Avaya/Cisco/OpenVBX/or similar platforms of significant size. Knowledge of IP Telephony protocols a plus. Flexible work schedule. The ideal candidate is available to work a Saturday or Sunday shift. You hold a Bachelor’s degree or have equivalent work experience. Bonus points: Attendance of programming/coding bootcamps. iOS and Android programming experience. Experience with call centers and/or IVRs from a technical perspective.

Perks: A monthly benefit stipend towards health insurance of your choice. An Amazon Kindle, €25/month to spend on books and a Twilio track jacket after demoing your first Twilio app in front of the company! Enjoy a €25/month Health and Wellness perk to use towards any gym memberships or fitness classes. Excellent gear (we ❤ Apple computers and big monitors — two if you need 'em). Professional yet lively and welcoming work environment. A strong belief in life/work balance. Apply at https://boards.greenhouse.io/twilio/jobs/48742