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About Twilio

Twilio is a leading cloud communications platform that enables developers to programmatically build communications into their applications. This role is a remote position based in India, supporting Twilio customers around the world.

Role: Technical Support Engineer 3

As a Senior Technical Support Engineer at Twilio, you will help customers adopt and optimize Twilio APIs and products by delivering high-quality technical guidance and troubleshooting to ensure successful integrations and deployments.

What you'll do

Provide expert technical support to customers using Twilio APIs (such as Programmable Messaging, Voice, Video, and other cloud communications services).
Troubleshoot complex issues, reproduce problems, triage escalations, and guide customers to effective solutions.
Collaborate with Product and Engineering teams to investigate defects and improve the customer experience.
Create and maintain knowledge base articles, runbooks, and post-incident reports.
Assist customers in designing scalable integrations and advise on best practices.
Analyze logs, API responses, and tracing data to identify root causes.
Mentor junior team members and contribute to process improvements in the Support org.

What you’ll bring

5+ years of hands-on technical support, software engineering, or equivalent experience.
Strong knowledge of RESTful APIs, JSON, webhooks, and debugging techniques.
Proficiency with at least one scripting language (e.g., Python, Bash).
Experience with cloud platforms and Linux/Windows environments.
Excellent written and verbal communication; ability to explain technical concepts to non-technical audiences.
Familiarity with Twilio or cloud communications is a plus.
Ability to work remotely from India and adapt to international time zones.

Nice to have

Experience with monitoring/tracing tools (Splunk, DataDog, Sentry).
SQL knowledge and database query experience.
Familiarity with CI/CD workflows and version control.

Location and work model

Remote from India. This is a remote-friendly role aligned with Twilio’s distributed workforce.

Apply

Apply via the Greenhouse listing: Twilio - Technical Support Engineer 3

Twilio