Technical Support Engineer 3

At Twilio, we're shaping the future of communications. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. Join the team as Twilio's next Technical Support Engineer 3.

Requirements

• 5-7 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

Benefits

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